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 410 results
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Decision Reference DRN7930192
8 Jul 2014 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Ms A has complained that she has overpaid for her buildings and contents insurance since 2004. She maintains that this is because St Andrew’s Insurance plc set the policy up on an unlimited cover basis. Ms A is also unhappy that her home insurance was linked to her mortgage and that her ... (3 pages)View decision -
Decision Reference DRN-5973755
7 Jan 2026 One Call Insurance Services Limited UpheldInsuranceDRN-5973755 The complaint Mrs S and Mr S complain about One Call Insurance Services Limited (“OCI”) and the service provided to them during their policy renewal which they feel left them underinsured. Mrs S has acted as the main representative during the claim and complaint process. So,... (4 pages)View decision -
Decision Reference DRN1851854
16 Jul 2020 Hiscox Underwriting Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the renewal terms for their home insurance policy offered to them by Hiscox Underwriting Limited.backgroundIn February 2019 Mr M contacted Hiscox about his policy which was due for renewal. He has issues about the new premiums and the sum insured for buildings... (4 pages)View decision -
Decision Reference DRN-4037330
19 May 2023 Covea Insurance plc Not upheldInsuranceDRN-4037330 The complaint Mr and Mrs P complain about Covea Insurance PLC (Covea) who has voided their cover (treated it as though it never existed), following their claim under their home insurance policy. What happened Mr and Mrs P were victims of a burglary at their home. They contacted... (4 pages)View decision -
Decision Reference DRN-2978695
15 Sep 2021 Aston Lark Limited Not upheldInsuranceDRN-2978695 The complaint Mr H and Mr H complain that Aston Lark Limited failed to ensure that a complimentary desktop valuation of their property was undertaken by the underwriter of their home insurance policy and that this led to their home being underinsured during the 2019-2020 policy... (4 pages)View decision -
Decision Reference DRN-3225760
22 Dec 2021 Highworth Insurance Limited UpheldInsuranceDRN-3225760 The complaint Mr and Mrs C complain that they unknowingly underinsured their property because of the way their buildings policy was sold by Highworth Insurance Limited (HIghworth). They say this had led to a substantial loss following a fire at the property. What happened Highw... (4 pages)View decision -
Decision Reference DRN1153781
16 May 2017 The Society of Lloyd's Not upheldInsurance (excluding PPI)Ms W is unhappy with the way that Society of Lloyd’s (SOL) has dealt with her claim for malicious damage and subsidence under her holiday home insurance. Underwriters and brokers were involved in the administration of the claim. But for convenience I shall refer to... (2 pages)View decision -
Decision Reference DRN-4109026
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4109026 The complaint Mr C is unhappy that AXA Insurance UK Plc offered a reduced settlement amount for a claim he made on his home insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll s... (3 pages)View decision -
Decision Reference DRN1497294
6 Sep 2016 Kwik-Fit Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr B is unhappy and believes that his home insurance policy was mis-sold by his broker Kwik-Fit Insurance Services Ltd.backgroundMr B took out a home insurance policy on-line through a comparison website. When he tried to make a claim he found that he was underinsured... (2 pages)View decision -
Decision Reference DRN1748876
15 Jun 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B are unhappy that Ageas Insurance Limited won’t pay their claim for loss of rent under the terms of their landlord’s insurance policy. backgroundMr and Mrs B’s property, which they let, was damaged in a fire. Their loss assessor put in a claim for six ... (2 pages)View decision