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 DRN9124931
28 Jun 2016 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr B complains that Towergate Underwriting Group Limited mis-sold him an insurance policy, because the amount of cover it included to rebuild his property was too low.backgroundMr B made a claim after the property he rented out was damaged by his tenants. He said th... (2 pages)View decision -
Decision Reference DRN-4899186
21 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4899186 The complaint Mr and Mrs G have complained about the cash sum AXA Insurance UK Plc paid to settle a claim they made under their home and buildings insurance policy following an escape of water. Mr and Mrs G complained that AXA had mis-sold the policy to them. All reference t... (3 pages)View decision -
Decision Reference DRN-4066210
5 Apr 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4066210 The complaint Mr M is unhappy that Fairmead Insurance Limited intends to reduce the amount it will pay for a claim he made on his landlord insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in detail her... (4 pages)View decision -
Decision Reference DRN6762677
29 Mar 2016 Cornish Mutual Assurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains Cornish Mutual Assurance Company Limited (Cornish) mis-sold him insurance. He says it gave him incorrect advice about what the amount he insured his buildings for (sum insured) had to cover. It didn’t tell him this should include the cost of debris removal.... (5 pages)View decision -
Decision Reference DRN-1994792
14 May 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-1994792 The complaint Mrs B complains about the settlement she received from AXA Insurance UK Plc in respect of her landlord’s insurance claim for water damage to her tenanted property. What happened In July 2019 there was an escape of water from the washing machine at Mrs B’s tenanted... (3 pages)View decision -
Decision Reference DRN-2768644
6 May 2021 Society of Lloyd's Not upheldInsuranceDRN-2768644 The complaint Mrs W complains on behalf of F, a partnership, in respect of its holiday home insurance, that Society of Lloyd's has only paid out part of F’s claim for water damage, on the basis that it considers the property to be substantially underinsured. What happened ... (3 pages)View decision -
Decision Reference DRN-2864353
9 Jun 2021 AXA Insurance UK Plc UpheldInsuranceDRN-2864353 The complaint Mr and Mrs N complain AXA Insurance UK Plc have offered an unfair settlement to their home insurance claim. All references to AXA also include its agents. What happened The details of the complaint are well known to both parties, so I won’t repeat them in detail ... (4 pages)View decision -
Decision Reference DRN1042619
10 Jul 2014 Automobile Association Insurance Services Limited UpheldInsurance (excluding PPI)Mrs R complains that Automobile Association Insurance Services Limited (“AA”) gave her poor advice in 2005, which has led to her house being underinsured when she made a claim in 2012.backgroundIn 2005 Mrs R sought to reinsure her property through AA. She had had (through AA) unlimit... (2 pages)View decision -
Decision Reference DRN6330524
20 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr T’s complaint is about the handling of his legal expenses insurance claim by Inter Partner Assistance SA (“IPA”).All references to IPA include its claims handlers.backgroundI issued a provisional decision on this matter in December 2015, part of which is copied belo... (4 pages)View decision -
Decision Reference DRN-5751573
13 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5751573 The complaint Mr M’s complained that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined his claim and cancelled his policy after he claimed for jewellery stolen in a burglary, because they said he was underinsured. What happened Mr M first bought buildings... (2 pages)View decision