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 DRN5647808
1 Oct 2019 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs V complain that Liverpool Victoria Insurance Company Limited (LV) hasn’t fairlysettled a claim they’ve made on their home contents insurance policy.background I issued a provisional decision on this matter on 10 July 2019, part of which is copied below:“Mr V brings this complain... (5 pages)View decision -
Decision Reference DRN-4818356
31 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4818356 The complaint Mr and Mrs G are complaining that AXA Insurance UK Plc avoided their buildings insurance policy and subsequently declined a claim they’d made. In parts, Mr and Mrs G have used a solicitor firm to pursue this complaint on their behalf. But for ease of reference, I ... (9 pages)View decision -
Decision Reference DRN-3999390
10 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3999390 The complaint Mr R complains as a representative of T, a business, about the handling of its claim by its commercial insurer, QIC Europe Limited and agents. References to QIC include its agents. What happened I set out the background to the complaint within my provisional decis... (6 pages)View decision -
Decision Reference DRN-4635186
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4635186 The complaint K – a limited company – is complaining about the amount Covea Insurance plc has paid to settle a claim it made on its commercial insurance policy. What happened In December 2022 a cart damaged a property K owned. So K contacted Covea to claim on its insurance poli... (3 pages)View decision -
Decision Reference DRN-4017744
13 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4017744 The complaint Mr and Mrs K complain about how U K Insurance Limited (“UKI”) settled their claim on their landlord’s insurance policy. What happened Mr and Mrs K owned a property that they rented out to tenants. They had landlord’s insurance with UKI. In November 2020 there was ... (7 pages)View decision -
Decision Reference DRN5490470
11 Apr 2014 Access Self Storage (Insurance Administration) Limited Not upheldInsurance (excluding PPI)Ms C complains that Access Self Storage (Insurance Administration) Limited (“ASSL”) mis-sold her a storage insurance policy. backgroundMs C made an enquiry with ASSL in early November 2011 and reserved a storage unit. The reservation was confirmed via an email from ASSL on the same day. ... (4 pages)View decision -
Decision Reference DRN-2352815
29 Mar 2021 Fairmead Insurance Limited UpheldInsuranceDRN-2352815 The complaint Mr A complains as a director of M, a company, that Fairmead Insurance Limited has rejected its residential property owners policy claim for fire damage to its unoccupied building. What happened M exchanged contracts on the purchase of the property in February 2019... (3 pages)View decision -
Decision Reference DRN-5197328
17 Dec 2024 Wakam UpheldInsuranceDRN-5197328 The complaint Mr A is unhappy with the service provided by Wakam after avoiding his home insurance policy, and refusing to pay his contents claim. Wakam is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. ... (6 pages)View decision -
Decision Reference DRN8835905
22 May 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Miss L has complained about the decision made by AXA Insurance UK Plc in relation to a claim made under her home insurance policy. Miss L is represented in this complaint by a firm of solicitors, “K”.backgroundThis background section is only a summary of the relevan... (7 pages)View decision -
Decision Reference DRN-5135161
8 Nov 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5135161 The complaint Mr B complains Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly voided his home insurance policy after he made a claim following a fire at his home. What happened Mr B has home insurance with Chaucer. It provides cov... (4 pages)View decision
