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 353 results
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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 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-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-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 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-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-4462430
22 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4462430 The complaint Mr M complains, on behalf of W, that AXA Insurance UK Plc offered a reduced settlement amount for a claim he made on W’s commercial property insurance policy. Reference to Mr M or AXA includes its respective agents and representatives. What happened The circumstan... (5 pages)View decision -
Decision Reference DRN-4865293
21 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4865293 The complaint Mr F and Ms H complain about the amount Royal & Sun Alliance Insurance Limited (“RSA”) has offered to settle a claim they made on their home insurance policy. Reference to Mr F includes Ms H and their representative. And reference to RSA includes its agents. F... (7 pages)View decision -
Decision Reference DRN-5226326
29 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5226326 The complaint Miss H and Mr S complain that AXA Insurance UK Plc (“AXA”) offered a reduced settlement amount for a claim they made on their home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I ... (6 pages)View decision -
Decision Reference DRN-4298708
11 Dec 2023 Advisory Insurance Brokers Limited UpheldInsuranceDRN-4298708 The complaint Mr and Mrs P complain about the sale of their home insurance policy by Advisory Insurance Brokers Limited trading as Towergate Insurance (‘Towergate’). Towergate are the brokers, not the insurance underwriters, in relation to the sale of this policy. What happened... (4 pages)View decision
