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
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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-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-4602973
7 Mar 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4602973 The complaint Mr and Mrs L are unhappy with the options Fairmead Insurance Limited (Fairmead) offered to settle their claim for a damaged ring. Mr and Mrs L jointly held buildings and contents insurance underwritten by Fairmead. For ease of reading, I’ll refer to Mrs L througho... (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 DRN1748876
15 Jun 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B are unhappy that Ageas Insurance Limited won’t pay their claim for loss of rent under the terms of their landlord’s insurance policy. backgroundMr and Mrs B’s property, which they let, was damaged in a fire. Their loss assessor put in a claim for six ... (2 pages)View decision -
Decision Reference DRN-5130268
8 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5130268 The complaint Mr C has complained on behalf of L, a limited company, about the amount HCC International Insurance Company Plc, trading as Tokio Marine HCC, has offered to settle a claim made on their buildings insurance policy. Reference to HCC includes its representatives ... (5 pages)View decision -
Decision Reference DRN1510880
1 May 2015 The Alan Stevenson Partnership Ltd Not upheldInsurance (excluding PPI)Mr S is unhappy about the lack of advice he received from his broker, The Alan Stevenson Partnership Ltd (ASP), when he arranged insurance. He complains that the broker didn’t ask about the size of the property and left him underinsured. backgroundA fire damaged Mr S... (2 pages)View decision -
Decision Reference DRN-3432543
14 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3432543 The complaint Mr I has complained about the way a claim for fire damage has been handled by the insurer Aviva Insurance Limited. Mr I held his contents insurance policy with Aviva. All reference to the insurer Aviva in my decision includes its agents. What happened In 2017 Mr I... (6 pages)View decision -
Decision Reference DRN2249762
6 May 2020 Cia Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs F complain that Cia Insurance Ltd (Cia) didn’t give them enough information about the rebuilding cost of their property, which has meant a recent claim has only been partly met.backgroundCia is an insurance broker. That means it sells insurance policies – rather than actually un... (2 pages)View decision -
Decision Reference DRN-4782356
3 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782356 The complaint Miss B and Mr N are unhappy that Aviva Insurance Limited proportionately reduced the settlement for a claim they made after their home was burgled. What happened Miss B and Mr N held a home insurance policy with Aviva which was incepted in July 2022. In April 2023... (4 pages)View decision
