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 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 -
Decision Reference DRN-1994792
14 May 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-1994792 The complaint Mrs B complains about the settlement she received from AXA Insurance UK Plc in respect of her landlord’s insurance claim for water damage to her tenanted property. What happened In July 2019 there was an escape of water from the washing machine at Mrs B’s tenanted... (3 pages)View decision -
Decision Reference DRN-2768644
6 May 2021 Society of Lloyd's Not upheldInsuranceDRN-2768644 The complaint Mrs W complains on behalf of F, a partnership, in respect of its holiday home insurance, that Society of Lloyd's has only paid out part of F’s claim for water damage, on the basis that it considers the property to be substantially underinsured. What happened ... (3 pages)View decision -
Decision Reference DRN-2864353
9 Jun 2021 AXA Insurance UK Plc UpheldInsuranceDRN-2864353 The complaint Mr and Mrs N complain AXA Insurance UK Plc have offered an unfair settlement to their home insurance claim. All references to AXA also include its agents. What happened The details of the complaint are well known to both parties, so I won’t repeat them in detail ... (4 pages)View decision -
Decision Reference DRN1042619
10 Jul 2014 Automobile Association Insurance Services Limited UpheldInsurance (excluding PPI)Mrs R complains that Automobile Association Insurance Services Limited (“AA”) gave her poor advice in 2005, which has led to her house being underinsured when she made a claim in 2012.backgroundIn 2005 Mrs R sought to reinsure her property through AA. She had had (through AA) unlimit... (2 pages)View decision -
Decision Reference DRN6330524
20 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr T’s complaint is about the handling of his legal expenses insurance claim by Inter Partner Assistance SA (“IPA”).All references to IPA include its claims handlers.backgroundI issued a provisional decision on this matter in December 2015, part of which is copied belo... (4 pages)View decision -
Decision Reference DRN-2417654
4 Mar 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2417654 The complaint Mr P and Mrs P are unhappy that Royal & Sun Alliance Insurance plc (RSA) declined their contents claim following a burglary at their home. What happened Mr P and Mrs P had buildings and contents insurance with RSA. The policy was in joint names but, for ease, ... (3 pages)View decision -
Decision Reference DRN-4564713
28 May 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4564713 The complaint Ms S complains about the information she was given when she bought a landlords’ insurance policy through Arthur J Gallagher Insurance Brokers Limited. What happened Ms S has a landlords’ insurance policy to cover a property she owns and rents out. She first bought... (4 pages)View decision -
Decision Reference DRN9328433
24 Nov 2014 Schofields Limited Not upheldInsurance (excluding PPI)Ms B considers that a buildings and contents insurance policy was missold to her by Schofields Limited. This is because when she made a claim she found that she was underinsured and therefore only received a proportion of her claim.backgroundIn May 2009 Ms B applied for a buildings ... (2 pages)View decision -
Decision Reference DRN3837188
26 Jun 2019 J M Glendinning (Insurance Brokers) Limited Not upheldInsurance (excluding PPI)Mr H and Ms B complain J M Glendinning (Insurance Brokers) Limited (JMG) mis-sold them commercial property insurance.Mr H and Ms B were represented by various individuals when arranging insurance and during this complaint process. For ease of understanding I’ve referred... (5 pages)View decision
