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 396 results
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Decision Reference DRN-5137247
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5137247 The complaint Mr and Mrs D have complained about their let property insurer Royal & Sun Alliance Insurance Limited (RSA). They feel it’s treated them unfairly after they made claims for damage after their tenant left the property. Mr and Mrs D have been represented by t... (11 pages)View decision -
Decision Reference DRN1261462
16 May 2013 Blenheim Park Limited UpheldInsurance (excluding PPI)Mr and Mrs L’s complaint concerns their overseas property. They believe that Intasure paid the insurance consortium, which covers extraordinary risks, such as flood or earthquake, an incorrect tax payment at the time of their claim which meant that they were underinsured at the time of ... (4 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-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 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-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-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-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 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
