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 DRN-4602973
7 Mar 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4602973 The complaint Mr and Mrs L are unhappy with the options Fairmead Insurance Limited (Fairmead) offered to settle their claim for a damaged ring. Mr and Mrs L jointly held buildings and contents insurance underwritten by Fairmead. For ease of reading, I’ll refer to Mrs L througho... (4 pages)View decision -
Decision Reference DRN-4782356
3 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782356 The complaint Miss B and Mr N are unhappy that Aviva Insurance Limited proportionately reduced the settlement for a claim they made after their home was burgled. What happened Miss B and Mr N held a home insurance policy with Aviva which was incepted in July 2022. In April 2023... (4 pages)View decision -
Decision Reference DRN1510880
1 May 2015 The Alan Stevenson Partnership Ltd Not upheldInsurance (excluding PPI)Mr S is unhappy about the lack of advice he received from his broker, The Alan Stevenson Partnership Ltd (ASP), when he arranged insurance. He complains that the broker didn’t ask about the size of the property and left him underinsured. backgroundA fire damaged Mr S... (2 pages)View decision -
Decision Reference DRN6910572
16 Oct 2015 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr M is unhappy with the settlement of his claim for escape of water under his Landlord’s insurance policy, by Covea Insurance plc.backgroundMr M made a claim to Covea for damage caused by an escape of water at one of the properties he lets out. Covea made a cash s... (2 pages)View decision -
Decision Reference DRN4417249
11 Dec 2017 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr T, the director of company O, complains that Towergate Underwriting Group Limited failed to give him enough information when he arranged specialist insurance for his business. This resulted in O being underinsured when there was a fire. backgroundIn early 2016, Mr T ... (3 pages)View decision -
Decision Reference DRN2249762
6 May 2020 Cia Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs F complain that Cia Insurance Ltd (Cia) didn’t give them enough information about the rebuilding cost of their property, which has meant a recent claim has only been partly met.backgroundCia is an insurance broker. That means it sells insurance policies – rather than actually un... (2 pages)View decision -
Decision Reference DRN-5130268
8 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5130268 The complaint Mr C has complained on behalf of L, a limited company, about the amount HCC International Insurance Company Plc, trading as Tokio Marine HCC, has offered to settle a claim made on their buildings insurance policy. Reference to HCC includes its representatives ... (5 pages)View decision -
Decision Reference DRN-4539367
5 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4539367 The complaint Miss B complains that U K Insurance Limited (UKI) failed to investigate her burglary claim properly, which resulted in it declining her claim and avoiding her policy. Miss B had buildings and contents insurance underwritten by UKI. References to actions taken by U... (7 pages)View decision -
Decision Reference DRN-3432543
14 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3432543 The complaint Mr I has complained about the way a claim for fire damage has been handled by the insurer Aviva Insurance Limited. Mr I held his contents insurance policy with Aviva. All reference to the insurer Aviva in my decision includes its agents. What happened In 2017 Mr I... (6 pages)View decision -
Decision Reference DRN9325978
17 Dec 2018 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr B is unhappy with his let property insurance provider AXA Insurance UK Plc because it has declined his claim for storm damage to the roof and ceiling of his property.backgroundOn 27 November 2017 Mr B’s tenant noticed water coming into the property and notified... (4 pages)View decision