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 DRN3881563
21 Jun 2019 Hfis Plc Not upheldInsurance (excluding PPI)Mr A is unhappy because he feels Hfis Plc gave him wrong advice about how much to insure his rental properties for.backgroundHfis arranged insurance for two of Mr A’s rental properties. The properties were insured for £85,000 each. The policy was index-linked, which m... (5 pages)View decision -
Decision Reference DRN1596239
27 Oct 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs T has complained she has been underinsured on the buildings insurance policy arranged by One Call Insurance Services Limited (One Call) – an insurance broker. She says she has lost out on a recent claim because of this.backgroundMrs T first arranged her buildings p... (2 pages)View decision -
Decision Reference DRN-5527189
2 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5527189 The complaint Miss V complains about Accredited Insurance (Europe) Ltd’s handling of a claim made under her home insurance and about their settlement offer. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary her... (9 pages)View decision -
Decision Reference DRN-2564832
24 Feb 2021 Cia Insurance Services Limited UpheldInsuranceDRN-2564832 The complaint Mr T has complained that Cia Insurance Services Limited (CIA) mis-sold a landlords home insurance policy to him. Mr T claimed under his policy and received a reduced settlement as the building was underinsured. What happened Mr T bought a landlords insurance polic... (3 pages)View decision -
Decision Reference DRN4836460
19 Aug 2016 Affinity Brokers Limited Not upheldInsurance (excluding PPI)HT, a limited company, complains that Affinity Brokers Limited (Affinity) is responsible for it being underinsured. It’d like Affinity to pay the shortfall for its claim.backgroundHT arranged its buildings and contents insurance through Affinity. At renewal in 2015 thi... (2 pages)View decision -
Decision Reference DRN-5164560
22 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-5164560 The complaint V, a limited company, complains about Ageas Insurance Limited’s (Ageas) handling and settlement offer following a claim made under its commercial manufacturer’s insurance policy. V is being represented in its complaint by Mr V, one of its directors. As Mr V en... (23 pages)View decision -
Decision Reference DRN-3776686
4 Nov 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3776686 The complaint Mr and Mrs H complain AXA Insurance UK Plc has declined their claim on their home insurance policy. AXA say Mr and Mrs H are underinsured. Mr H has primarily dealt with the claim and complaint, so I’ll refer to him only in the remainder of this decision. What happ... (3 pages)View decision -
Decision Reference DRN-4899186
21 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4899186 The complaint Mr and Mrs G have complained about the cash sum AXA Insurance UK Plc paid to settle a claim they made under their home and buildings insurance policy following an escape of water. Mr and Mrs G complained that AXA had mis-sold the policy to them. All reference t... (3 pages)View decision -
Decision Reference DRN9124931
28 Jun 2016 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr B complains that Towergate Underwriting Group Limited mis-sold him an insurance policy, because the amount of cover it included to rebuild his property was too low.backgroundMr B made a claim after the property he rented out was damaged by his tenants. He said th... (2 pages)View decision -
Decision Reference DRN6762677
29 Mar 2016 Cornish Mutual Assurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains Cornish Mutual Assurance Company Limited (Cornish) mis-sold him insurance. He says it gave him incorrect advice about what the amount he insured his buildings for (sum insured) had to cover. It didn’t tell him this should include the cost of debris removal.... (5 pages)View decision
