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
-
Decision Reference DRN2330272
29 Apr 2020 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the way that their home insurance claim for theft following a burglary was handled by Society of Lloyd’s and with the settlement paid to them.backgroundIn October 2017 Mr and Mrs S suffered a burglary of their home. A large amount of jewellery was stolen as we... (3 pages)View decision -
Decision Reference DRN-5455945
22 Apr 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5455945 The complaint Mr T complains that One Call Insurance Limited (“One Call”) is responsible for his property being underinsured, which affected a claim settlement under his home buildings insurance policy. What happened Mr T’s house was damaged by a fire. His claim was accepted... (3 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN7820678
23 Nov 2016 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr S complains that Towergate Underwriting Group Limited won’t pay the full amount of his claim on his building insurance following a fire at his house.background Mr S rented his house out and when the tenancy was about to end the house was damaged by fire. Towergate ... (2 pages)View decision -
Decision Reference DRN-4056267
30 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4056267 The complaint Ms and Mr R complain that Royal and Sun Alliance Insurance Limited (RSA) made errors when dealing with their claim on their home buildings insurance policy and caused unnecessary distress and inconvenience when they tried to resolve the issue. References to Ms R, ... (3 pages)View decision -
Decision Reference DRN-4396567
16 Feb 2024 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-4396567 The complaint Mr H and Mrs L complain that Allied World Assurance Company (Europe) dac hasn’t paid enough for their claim on their Landlord’s Insurance Policy. What happened Mr H and Mrs L own several properties which they rent out and which are insured on the same policy with ... (4 pages)View decision -
Decision Reference DRN4984096
14 Jul 2017 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that the claim made on their home insurance policy bought through Swinton Group Limited was reduced because they were underinsured.backgroundMr and Mrs M took out a home insurance policy with a third party insurer (“the insurer”) via Swinton... (4 pages)View decision -
Decision Reference DRN-2696167
18 Mar 2021 Bank of Scotland Plc Not upheldInvestmentsDRN-2696167 The complaint Mr and Mrs T are complaining about the mis-sale of a total mortgage protection plan (TMPP) by Bank of Scotland plc trading as Halifax. What happened In 2002, Mr and Mrs T went into a Halifax branch to apply for a mortgage. They say they were told they’d need to ta... (4 pages)View decision -
Decision Reference DRN2307344
22 Oct 2020 FirstPort Insurance Services Limited Not upheldInsurance (excluding PPI)VR complains that FirstPort Insurance Services Limited incorrectly increased the sum insured on its buildings insurance policy causing it to be over-insured and to pay an inflated premium. background VR is a company that represents the interests of the leaseholders of a complex of flats. ... (3 pages)View decision -
Decision Reference DRN-4128253
16 May 2023 Fairmead Insurance Limited Not upheldInsuranceDRN-4128253 The complaint Miss P and Mr T complain about Fairmead Insurance Limited (FIL) and their recommendation that they include VAT on his buildings sum insured total. Mr T has acted as the main representative during the claim process. So, for ease of reference, I will refer to any ac... (3 pages)View decision