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 410 results
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Decision Reference DRN8835905
22 May 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Miss L has complained about the decision made by AXA Insurance UK Plc in relation to a claim made under her home insurance policy. Miss L is represented in this complaint by a firm of solicitors, “K”.backgroundThis background section is only a summary of the relevan... (7 pages)View decision -
Decision Reference DRN-5593415
9 Sep 2025 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5593415 The complaint Mr M is complaining about the way ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY (‘Ecclesiastical’) handled a claim he made on his commercial property insurance policy. Ecclesiastical has used a loss adjuster to handle the claim on its behalf. But, for ... (5 pages)View decision -
Decision Reference DRN-5135161
8 Nov 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5135161 The complaint Mr B complains Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly voided his home insurance policy after he made a claim following a fire at his home. What happened Mr B has home insurance with Chaucer. It provides cov... (4 pages)View decision -
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 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-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