We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 368 results
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Decision Reference DRN-5337102
28 Feb 2025 MS Amlin Insurance SE UpheldInsuranceDRN-5337102 The complaint A limited company, which I will refer to as H, complains about the handling and settlement of its commercial property insurance claim by MS Amlin Insurance SE. What happened Both parties are aware of the circumstances of this complaint, so the following is inte... (8 pages)View decision -
Decision Reference DRN-3043944
29 Sep 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-3043944 The complaint Mr K complains about how Royal & Sun Alliance Insurance Plc trading as More Th>n (RSA) dealt with a claim under his home insurance policy. What happened I set out the background to this complaint and my initial findings in my provisional decision a copy of ... (10 pages)View decision -
Decision Reference DRN-4428387
6 Nov 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4428387 The complaint Mr K and Mrs K complain that Red Sands Insurance Company (Europe) reduced the settlement for a claim they made under their home insurance policy. Reference to Red Sands includes agents and representatives. And, for simplicity, I’ll refer to Mrs K as the lead polic... (4 pages)View decision -
Decision Reference DRN-5016535
12 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5016535 The complaint Mr L complains about U K Insurance Limited’s handling of a claim made under his landlord insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr L has a landlord insurance pol... (11 pages)View decision -
Decision Reference DRN-4733308
7 Jul 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4733308 The complaint Mr R complains that Amtrust Europe Limited (“Amtrust”) has acted unfairly in relation to a claim he’s made under his landlord insurance policy. What happened Mr R has a landlord’s property owner’s policy in place with Amtrust to cover a property he lets out. In Ja... (2 pages)View decision -
Decision Reference DRN-4868434
11 Oct 2024 Lift-Financial Ltd UpheldInsuranceDRN-4868434 The complaint Mr B complains that he was misadvised by LIFT-Financial Ltd when he bought and/or renewed a property owner’s insurance policy and this caused him to be underinsured. What happened The background to this complaint is well known to both parties, so I’ll provide o... (4 pages)View decision -
Decision Reference DRN2022936
11 May 2020 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with the way his claim for escape of oil was dealt with by Amtrust Europe Limited and that it has voided his policy for non-disclosure of proposed building works.backgroundIn November 2018 having just exchanged contracts on the purchase of his property Mr S applied for insu... (3 pages)View decision -
Decision Reference DRN-5314029
6 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5314029 The complaint D, a limited company, complains about the way Covea Insurance plc has handled claims it made on its commercial property insurance policy. D is being represented in bringing this complaint by Mr M, one of its directors. I’ve referred to his comments and actions ... (3 pages)View decision -
Decision Reference DRN6165347
20 May 2021 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W are unhappy with the way that Ageas Insurance Limited dealt with their home insurance claim for fire damage. background In July 2018 Mr and Mrs W suffered a fire at their property when sunlight caught a magnifying mirror in their daughter’s bedroom. The fire caused considerabl... (4 pages)View decision -
Decision Reference DRN2574025
6 Dec 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Society of Lloyd’s only paid part of the claim they made under their Tenanted Property insurance for damage caused by subsidence.background A property that Mr and Mrs H rented out was damaged by subsidence. Lloyd’s thought the sum insured ... (3 pages)View decision
