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-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 DRN4984096
14 Jul 2017 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that the claim made on their home insurance policy bought through Swinton Group Limited was reduced because they were underinsured.backgroundMr and Mrs M took out a home insurance policy with a third party insurer (“the insurer”) via Swinton... (4 pages)View decision -
Decision Reference DRN-2696167
18 Mar 2021 Bank of Scotland Plc Not upheldInvestmentsDRN-2696167 The complaint Mr and Mrs T are complaining about the mis-sale of a total mortgage protection plan (TMPP) by Bank of Scotland plc trading as Halifax. What happened In 2002, Mr and Mrs T went into a Halifax branch to apply for a mortgage. They say they were told they’d need to ta... (4 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 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 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 -
Decision Reference DRN1851854
16 Jul 2020 Hiscox Underwriting Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the renewal terms for their home insurance policy offered to them by Hiscox Underwriting Limited.backgroundIn February 2019 Mr M contacted Hiscox about his policy which was due for renewal. He has issues about the new premiums and the sum insured for buildings... (4 pages)View decision -
Decision Reference DRN-2978695
15 Sep 2021 Aston Lark Limited Not upheldInsuranceDRN-2978695 The complaint Mr H and Mr H complain that Aston Lark Limited failed to ensure that a complimentary desktop valuation of their property was undertaken by the underwriter of their home insurance policy and that this led to their home being underinsured during the 2019-2020 policy... (4 pages)View decision -
Decision Reference DRN-4037330
19 May 2023 Covea Insurance plc Not upheldInsuranceDRN-4037330 The complaint Mr and Mrs P complain about Covea Insurance PLC (Covea) who has voided their cover (treated it as though it never existed), following their claim under their home insurance policy. What happened Mr and Mrs P were victims of a burglary at their home. They contacted... (4 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
