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 371 results
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Decision Reference DRN-3054408
15 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3054408 The complaint A is a limited company. A complains that Royal & Sun Alliance Insurance Plc (RSA) hasn’t offered a fair amount to settle a claim on its commercial insurance policy. A is represented by one if its directors, Mrs A. What happened The insured commercial unit was ... (3 pages)View decision -
Decision Reference DRN-4109013
10 May 2023 Avantia Insurance Limited UpheldInsuranceDRN-4109013 The complaint Mr C is unhappy with the way Avantia Insurance Limited sold and renewed his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr C took out home insurance through Avantia in 2019. It was... (4 pages)View decision -
Decision Reference DRN-4784902
10 May 2024 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4784902 The complaint E, a limited company, complains about the settlement offered by ERGO Versicherung Aktiengesellschaft following a claim on its commercial property insurance policy. What happened E took out an insurance policy for an unoccupied commercial property, which was being ... (5 pages)View decision -
Decision Reference DRN-1937310
26 Jan 2021 Society of Lloyd's Not upheldInsuranceDRN-1937310 The complaint Mr C complains about how Society of Lloyd's has settled his claim on his commercial buildings insurance. What happened Mr C owned a building that contained a shop on the ground floor and a residential flat on the first floor. He had buildings insurance with L... (4 pages)View decision -
Decision Reference DRN7197077
27 Nov 2015 Santander UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs K complain Santander UK Plc (Santander) mis-sold them household insurance.backgroundIn 2012 Mr and Mrs K took out household insurance at a Santander branch. In 2013 they were burgled. They claimed for items stolen. But they were told their policy had a £... (2 pages)View decision -
Decision Reference DRN-4736303
13 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4736303 The complaint Miss E and Miss M complain that AXA Insurance UK Plc (“AXA”) provided poor service and made unfair decisions in relation to a claim after their garden wall collapsed. Any reference to AXA in this decision includes its appointed agents. What happened The circumstan... (3 pages)View decision -
Decision Reference DRN4793521
5 Jul 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D’s complaint is about the way U K Insurance Limited (UKI) set up his Landlords’ Insurance policy.backgroundUKI reduced the amount payable under Mr D’s claims for damage by storm and escape of water because it said that he was dramatically underinsured for damag... (2 pages)View decision -
Decision Reference DRN2328285
24 Apr 2015 First Complete Ltd UpheldInsurance (excluding PPI)Mr and Mrs F complain that First Complete Ltd mis-sold them buildings insurance through its appointed representative (“Your Move”).backgroundIn May 2011 Mr and Mrs F were sold a home insurance policy by Your Move to provide building and contents cover for the new h... (4 pages)View decision -
Decision Reference DRN-4921299
2 Aug 2024 Avantia Insurance Limited UpheldInsuranceDRN-4921299 The complaint Mr and Mrs A are unhappy with the way Avantia Insurance Limited sold and renewed their home insurance policy. What happened Mr and Mrs A took out a home insurance policy through Avantia in February 2021 and renewed it in February 2022. In October 2022, Mr and M... (3 pages)View decision -
Decision Reference DRN-3878956
30 Mar 2023 Telford-Reede Ltd Not upheldInsuranceDRN-3878956 The complaint Ms B complains Telford-Reede Ltd (“Telford”) acting as her insurance broker, failed to take appropriate care when setting up her home insurance policy, resulting in a reduced settlement when she raised a claim under her home insurance poli... (3 pages)View decision
