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 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-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 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 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 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-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-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 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-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 DRN-4539367
5 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4539367 The complaint Miss B complains that U K Insurance Limited (UKI) failed to investigate her burglary claim properly, which resulted in it declining her claim and avoiding her policy. Miss B had buildings and contents insurance underwritten by UKI. References to actions taken by U... (7 pages)View decision
