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
-
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-4396567
16 Feb 2024 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-4396567 The complaint Mr H and Mrs L complain that Allied World Assurance Company (Europe) dac hasn’t paid enough for their claim on their Landlord’s Insurance Policy. What happened Mr H and Mrs L own several properties which they rent out and which are insured on the same policy with ... (4 pages)View decision -
Decision Reference DRN-4128253
16 May 2023 Fairmead Insurance Limited Not upheldInsuranceDRN-4128253 The complaint Miss P and Mr T complain about Fairmead Insurance Limited (FIL) and their recommendation that they include VAT on his buildings sum insured total. Mr T has acted as the main representative during the claim process. So, for ease of reference, I will refer to any ac... (3 pages)View decision -
Decision Reference DRN2307344
22 Oct 2020 FirstPort Insurance Services Limited Not upheldInsurance (excluding PPI)VR complains that FirstPort Insurance Services Limited incorrectly increased the sum insured on its buildings insurance policy causing it to be over-insured and to pay an inflated premium. background VR is a company that represents the interests of the leaseholders of a complex of flats. ... (3 pages)View decision -
Decision Reference DRN1153781
16 May 2017 The Society of Lloyd's Not upheldInsurance (excluding PPI)Ms W is unhappy with the way that Society of Lloyd’s (SOL) has dealt with her claim for malicious damage and subsidence under her holiday home insurance. Underwriters and brokers were involved in the administration of the claim. But for convenience I shall refer to... (2 pages)View decision -
Decision Reference DRN-3225760
22 Dec 2021 Highworth Insurance Limited UpheldInsuranceDRN-3225760 The complaint Mr and Mrs C complain that they unknowingly underinsured their property because of the way their buildings policy was sold by Highworth Insurance Limited (HIghworth). They say this had led to a substantial loss following a fire at the property. What happened Highw... (4 pages)View decision -
Decision Reference DRN1497294
6 Sep 2016 Kwik-Fit Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr B is unhappy and believes that his home insurance policy was mis-sold by his broker Kwik-Fit Insurance Services Ltd.backgroundMr B took out a home insurance policy on-line through a comparison website. When he tried to make a claim he found that he was underinsured... (2 pages)View decision -
Decision Reference DRN-4109026
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4109026 The complaint Mr C is unhappy that AXA Insurance UK Plc offered a reduced settlement amount for a claim he made on his home insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll s... (3 pages)View decision -
Decision Reference DRN7930192
8 Jul 2014 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Ms A has complained that she has overpaid for her buildings and contents insurance since 2004. She maintains that this is because St Andrew’s Insurance plc set the policy up on an unlimited cover basis. Ms A is also unhappy that her home insurance was linked to her mortgage and that her ... (3 pages)View decision
