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 381 results
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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 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-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 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-5630581
25 Jun 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5630581 The complaint Mr G’s complaint is about the handling of a claim under his “shop insurance” policy provided by Accelerant Insurance Europe SA/NV UK Branch. Accelerant is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the loss... (9 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-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 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
