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 381 results
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Decision Reference DRN-4007202
13 Mar 2023 QBE UK Limited Not upheldInsuranceDRN-4007202 The complaint A company I’ll refer to as F has complained that QBE UK Limited unfairly turned down its business interruption insurance claim after its business was impacted by Covid-19. F has also complained about QBE’s handling of the claim. Mr R, a director of F, has brought ... (7 pages)View decision -
Decision Reference DRN-5396266
20 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5396266 The complaint Mr L complains about how Aviva Insurance Limited (“Aviva”) has handled a claim he made under his home insurance policy, following damage to his property while he was on holiday. Any reference to Aviva in this decision includes its appointed agents and represent... (4 pages)View decision -
Decision Reference DRN-4689661
22 Mar 2024 Travelers Insurance Company Limited UpheldInsuranceDRN-4689661 The complaint Mr R, a sole trader, complains about the handling and settlement of his commercial insurance claim by Travelers Insurance Company Limited. What happened The following is intended only as a brief summary of events. Mr R operates as a garage and held a commercial in... (8 pages)View decision -
Decision Reference DRN-2945403
30 Sep 2021 Allianz Global Corporate & Specialty SE Not upheldInsuranceDRN-2945403 The complaint Mr S1 and Mr S2’s complaint is about Allianz Global Corporate & Speciality SE’s handling of, and subsequent offer to settle, a subsidence claim made under a housing warranty insurance policy. All references to Allianz include its appointed agents. What happene... (9 pages)View decision -
Decision Reference DRN3966936
23 Dec 2014 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr F and Ms K have complained about Society of Lloyd’s (The Society) handling of a claim they made for a leak at their property; they say there were delays and poor work.backgroundA leak occurred in January 2011 at a property next door to Mr F and Ms K’s; damage was caused... (5 pages)View decision -
Decision Reference DRN-5033125
19 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5033125 The complaint Mr B complains Fairmead Insurance Limited unfairly avoided his home insurance policy and declined his claim. Fairmead’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Fairmead’s own. Mr B’... (7 pages)View decision -
Decision Reference DRN8505534
31 Mar 2016 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mr S is unhappy with the way Great Lakes Reinsurance (UK) SE has handled a claim under his home insurance policy and the settlement it’s offered him.backgroundIn May 2009 there was a fire at Mr S’s house. He suffered severe burns. There was significant damage to his ... (3 pages)View decision -
Decision Reference DRN-2440210
8 Apr 2021 Ageas Insurance Limited Not upheldInsuranceDRN-2440210 The complaint Mrs J has complained about her home insurer, Ageas Insurance Limited, as it has sought to settle for only a portion of the repair cost to her fire damaged home. What happened Mrs J’s home suffered a fire in early 2020. Ageas appointed a loss adjuster. On the first... (3 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 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
