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 DRN-2417654
4 Mar 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2417654 The complaint Mr P and Mrs P are unhappy that Royal & Sun Alliance Insurance plc (RSA) declined their contents claim following a burglary at their home. What happened Mr P and Mrs P had buildings and contents insurance with RSA. The policy was in joint names but, for ease, ... (3 pages)View decision -
Decision Reference DRN9328433
24 Nov 2014 Schofields Limited Not upheldInsurance (excluding PPI)Ms B considers that a buildings and contents insurance policy was missold to her by Schofields Limited. This is because when she made a claim she found that she was underinsured and therefore only received a proportion of her claim.backgroundIn May 2009 Ms B applied for a buildings ... (2 pages)View decision -
Decision Reference DRN3837188
26 Jun 2019 J M Glendinning (Insurance Brokers) Limited Not upheldInsurance (excluding PPI)Mr H and Ms B complain J M Glendinning (Insurance Brokers) Limited (JMG) mis-sold them commercial property insurance.Mr H and Ms B were represented by various individuals when arranging insurance and during this complaint process. For ease of understanding I’ve referred... (5 pages)View decision -
Decision Reference DRN-4564713
28 May 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4564713 The complaint Ms S complains about the information she was given when she bought a landlords’ insurance policy through Arthur J Gallagher Insurance Brokers Limited. What happened Ms S has a landlords’ insurance policy to cover a property she owns and rents out. She first bought... (4 pages)View decision -
Decision Reference DRN-4611741
27 Sep 2024 Millennium Insurance Brokers Ltd UpheldInsuranceDRN-4611741 The complaint Mrs J complains about the information Millennium Insurance Brokers Ltd trading as Simple Landlords provided on the sale and renewal of her commercial property insurance, which led to her being underinsured. What happened Mrs J has a property which is rented to ... (3 pages)View decision -
Decision Reference DRN-5624320
23 Jun 2025 Avantia Insurance Limited UpheldInsuranceThe complaint Mr G and Mrs G complain about Avantia Insurance Limited trading as HomeProtect (“HomeProtect”) for giving them unclear information and leaving them concerned about their level of insurance. They want Avantia to compensate them for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN8217118
5 Jan 2016 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)C, a commercial business, is represented by Mr L and others (I will refer to them as Mr L for simplicity). Mr L complained because The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) reduced the settlement on C’s insurance claim.backgroundC has been... (3 pages)View decision -
Decision Reference DRN7714582
10 Apr 2018 Barclays Bank Plc Not upheldBanking and creditS, a limited company, complains that a valuer appointed by Barclays Bank Plc made errors which resulted in its property being underinsured. S is represented by its director, who I’ll refer to as Mr T. S asks for compensation.backgroundS took out a secured loan with Ba... (2 pages)View decision -
Decision Reference DRN7995420
24 Mar 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained that due to an error with Direct Line’s website he’s underinsured by approximately £40,000 under his Direct Line landlord insurance policy, which is provided by U K Insurance Ltd (UKI). UKI said that because of being underinsured, Mr S is liable... (5 pages)View decision -
Decision Reference DRN-3985644
3 May 2023 Society of Lloyd's UpheldInsuranceDRN-3985644 The complaint Mr K complains that Society of Lloyd's offered an unfair settlement following a claim on his property insurance policy for storm damage. What happened Mr K had property insurance with Society of Lloyd’s for a property he owns and rents out, which he took out ... (4 pages)View decision