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-5488342
22 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5488342 The complaint Mr and Mrs A complain about the amount AXA Insurance UK Plc has offered to settle a claim made on their buildings insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, ... (4 pages)View decision -
Decision Reference DRN-4425292
31 Oct 2023 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-4425292 The complaint Mr A complains that Liberty Mutual Insurance Europe SE (“Liberty”) has unfairly settled a claim under a landlord policy using an average clause. Any reference to Mr A or Liberty includes any representatives or respective agents. What happened The background to thi... (3 pages)View decision -
Decision Reference DRN-4424830
9 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4424830 The complaint Mr and Mrs D complain about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim they made on their home insurance policy following an escape of water. Accredited is the underwriter of this policy, i.e. the insurer. Part of this compla... (5 pages)View decision -
Decision Reference DRN0509725
12 Nov 2015 Congregational & General Insurance Public Limited Company UpheldInsurance (excluding PPI)Mr L is unhappy that Congregational & General Insurance Public Limited Company (“C & G”)reduced his settlement for an arson claim, as his buildings were underinsured.backgroundThe background to this matter is set out in my provisional decision. A copy is atta... (5 pages)View decision -
Decision Reference DRN4294948
15 May 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mr B are unhappy with the way that U K Insurance Limited (UKI) has reduced their claim for fire damage under their commercial farm policy.backgroundMr and Mr B suffered a fire at their farm premises. A farm building, machinery and a substantial amount of produce ... (2 pages)View decision -
Decision Reference DRN-3945332
14 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3945332 The complaint Mr and Mrs T complain about Ageas Insurance Limited’s handling their Buildings Insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (3 pages)View decision -
Decision Reference DRN-5854624
2 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5854624 The complaint Mr G complains about the settlement AXA Insurance UK Plc has offered for a claim he made on his buildings insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll ... (6 pages)View decision -
Decision Reference DRN-5601730
25 Jun 2025 Hiscox Underwriting Limited UpheldInsuranceDRN-5601730 The complaint T, a company, complains that Hiscox Underwriting Limited (“Hiscox”) has unfairly settled a storm claim under their commercial property insurance policy. Any reference to T, or Hiscox includes respective agents or representatives. What happened The background of... (8 pages)View decision -
Decision Reference DRN-5462687
7 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5462687 The complaint S, a limited company, complains about the way Covea Insurance plc handled a claim it made on its commercial property insurance policy following a theft. S is being represented in bringing the complaint by Mrs S, a director of S. Any reference to S includes com... (7 pages)View decision -
Decision Reference DRN9322193
9 Jan 2017 Teachers Assurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs A are unhappy about the claim settlement offered by Teachers Assurance Company Limited under their home insurance policy following a fire. Mr and Mrs A appointed representatives on their behalf - H.backgroundMr and Mrs A’s empty property suffered fire da... (2 pages)View decision