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 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 -
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-4810609
24 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4810609 The complaint Mr B and Ms B are complaining about the way Liverpool Victoria Insurance Company Limited (LV) has settled a claim they made on their buildings insurance policy. What happened Mr B and Ms B took out a buildings insurance policy through a broker to insure their high... (10 pages)View decision -
Decision Reference DRN-4470051
18 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4470051 The complaint Mr D complains about Accelerant Insurance Europe SA/NV’s (“Accelerant”) handling of his claim under his home insurance policy. In particular, he complains they incorrectly raised an underinsurance dispute and this leading to the repairs being delayed. He also says... (5 pages)View decision -
Decision Reference DRN-5069739
13 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5069739 The complaint Mrs P is unhappy with what HCC International Insurance Company Plc did following a claim on her ‘Tenanted Property’ insurance policy. Mrs P is represented by her daughter and the complaint is brought by Mr D on her behalf. What happened In July 2023 Mrs P claim... (4 pages)View decision -
Decision Reference DRN-3973051
21 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3973051 The complaint Mr C complains AXA Insurance UK Plc has unfairly settled a claim he’s made on his building insurance policy. What happened AXA is the underwriter of the policy, i.e. it is the insurer. Part of this complaint concerns the actions of AXA’s agents which AXA has accep... (5 pages)View decision -
Decision Reference DRN6450832
19 Feb 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs F had buildings and contents insurance for their business with Aviva Insurance Limited. They complain about Aviva’s handling of their claim and the settlement it offered.backgroundMr and Mrs F made a claim following a serious fire at the premises. Aviv... (2 pages)View decision -
Decision Reference DRN-4921842
19 Sep 2024 ST&R Limited UpheldInsuranceDRN-4921842 The complaint Mr C has complained that the broker ST&R Limited mis-sold a home and buildings insurance policy to him. Miss K is representing Mr C in the complaint. What happened Mr C bought a home and buildings insurance policy through a broker, ST&R in October 2021.... (3 pages)View decision -
Decision Reference DRN-5152839
3 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5152839 The complaint Mrs W and Mr W are unhappy with the service provided by AXA Insurance UK Plc after making a claim following an escape of oil that damaged their home. Mrs W and Mr W are both parties to this complaint. For ease of reference I have referred to Mr W throughout th... (4 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
