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 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 -
Decision Reference DRN2379628
7 Nov 2019 The New India Assurance Company Limited Not upheldInsurance (excluding PPI)Mr P and Mr B are unhappy that The New India Assurance Company Limited won’t pay their full claim under their Shops and Restaurants Policy for water damage to their restaurant. They are represented by a loss assessor, Mr L.backgroundIn October 2016 Mr P and Mr B suffered damage to the base... (3 pages)View decision -
Decision Reference DRN9325978
17 Dec 2018 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr B is unhappy with his let property insurance provider AXA Insurance UK Plc because it has declined his claim for storm damage to the roof and ceiling of his property.backgroundOn 27 November 2017 Mr B’s tenant noticed water coming into the property and notified... (4 pages)View decision -
Decision Reference DRN6910572
16 Oct 2015 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr M is unhappy with the settlement of his claim for escape of water under his Landlord’s insurance policy, by Covea Insurance plc.backgroundMr M made a claim to Covea for damage caused by an escape of water at one of the properties he lets out. Covea made a cash s... (2 pages)View decision -
Decision Reference DRN6613785
27 Mar 2019 Lloyds Bank General Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs K are unhappy with the premiums charged by Lloyds Bank General Insurance Limited for their home insurance over a number of years and feel the policy was unsuitable for their needs.backgroundMr and Mrs K bought their policy through Lloyds in 2001 and continued ... (2 pages)View decision -
Decision Reference DRN4417249
11 Dec 2017 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr T, the director of company O, complains that Towergate Underwriting Group Limited failed to give him enough information when he arranged specialist insurance for his business. This resulted in O being underinsured when there was a fire. backgroundIn early 2016, Mr T ... (3 pages)View decision -
Decision Reference DRN-4183899
16 Jun 2023 Fairmead Insurance Limited Not upheldInsuranceDRN-4183899 The complaint Mr C complains that Fairmead Insurance Limited has treated him unfairly when it declined to provide his buildings insurance cover. He’s also questioned the price he paid for this insurance in earlier years. What happened The details of this complaint are well know... (2 pages)View decision -
Decision Reference DRN-2534354
25 Jan 2021 Home and Travel Limited Not upheldInsuranceDRN-2534354 The complaint Mr P is unhappy Home and Travel Limited (“H&T”) failed to pass on important information to his buildings insurer which he says resulted in it declining a claim. What happened I issued a provisional decision on this complaint on 8 January 2021, an extract of wh... (3 pages)View decision -
Decision Reference DRN-3658536
22 Jan 2023 The New India Assurance Company Limited UpheldInsuranceDRN-3658536 The complaint Mrs D complains on behalf of limited company “N” about The New India Assurance Company Limited’s decision to decline a claim for contents following an escape of water at N’s commercial premises. What happened Following a leak at N’s premises in June 2020, Mrs D ma... (3 pages)View decision -
Decision Reference DRN7499311
18 Dec 2017 Barclays Bank Plc Not upheldInvestment and pensionsMr and Mrs H complain that they were told by Barclays Bank Plc they had to take out a life assurance policy to cover their mortgage. They say they did not need this policy as Mr H had sufficient cover through his employer. They have also said that the policy did not ... (3 pages)View decision
