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-5624320
23 Jun 2025 Avantia Insurance Limited UpheldInsuranceThe complaint Mr G and Mrs G complain about Avantia Insurance Limited trading as HomeProtect (“HomeProtect”) for giving them unclear information and leaving them concerned about their level of insurance. They want Avantia to compensate them for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN7995420
24 Mar 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained that due to an error with Direct Line’s website he’s underinsured by approximately £40,000 under his Direct Line landlord insurance policy, which is provided by U K Insurance Ltd (UKI). UKI said that because of being underinsured, Mr S is liable... (5 pages)View decision -
Decision Reference DRN8217118
5 Jan 2016 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)C, a commercial business, is represented by Mr L and others (I will refer to them as Mr L for simplicity). Mr L complained because The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) reduced the settlement on C’s insurance claim.backgroundC has been... (3 pages)View decision -
Decision Reference DRN7714582
10 Apr 2018 Barclays Bank Plc Not upheldBanking and creditS, a limited company, complains that a valuer appointed by Barclays Bank Plc made errors which resulted in its property being underinsured. S is represented by its director, who I’ll refer to as Mr T. S asks for compensation.backgroundS took out a secured loan with Ba... (2 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN2330272
29 Apr 2020 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the way that their home insurance claim for theft following a burglary was handled by Society of Lloyd’s and with the settlement paid to them.backgroundIn October 2017 Mr and Mrs S suffered a burglary of their home. A large amount of jewellery was stolen as we... (3 pages)View decision -
Decision Reference DRN-3985644
3 May 2023 Society of Lloyd's UpheldInsuranceDRN-3985644 The complaint Mr K complains that Society of Lloyd's offered an unfair settlement following a claim on his property insurance policy for storm damage. What happened Mr K had property insurance with Society of Lloyd’s for a property he owns and rents out, which he took out ... (4 pages)View decision -
Decision Reference DRN-5455945
22 Apr 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5455945 The complaint Mr T complains that One Call Insurance Limited (“One Call”) is responsible for his property being underinsured, which affected a claim settlement under his home buildings insurance policy. What happened Mr T’s house was damaged by a fire. His claim was accepted... (3 pages)View decision -
Decision Reference DRN7820678
23 Nov 2016 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr S complains that Towergate Underwriting Group Limited won’t pay the full amount of his claim on his building insurance following a fire at his house.background Mr S rented his house out and when the tenancy was about to end the house was damaged by fire. Towergate ... (2 pages)View decision -
Decision Reference DRN-4056267
30 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4056267 The complaint Ms and Mr R complain that Royal and Sun Alliance Insurance Limited (RSA) made errors when dealing with their claim on their home buildings insurance policy and caused unnecessary distress and inconvenience when they tried to resolve the issue. References to Ms R, ... (3 pages)View decision
