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 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-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-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 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-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 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 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 DRN-4066210
5 Apr 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4066210 The complaint Mr M is unhappy that Fairmead Insurance Limited intends to reduce the amount it will pay for a claim he made on his landlord insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in detail her... (4 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 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
