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
-
Decision Reference DRN-5012507
8 Oct 2024 County Insurance Services Limited UpheldInsuranceDRN-5012507 The complaint Mr S is unhappy with the way County Insurance Services Limited (CIS) sold and renewed his home insurance policy. What happened Mr S has brought his complaint through a representative. For simplicity, any reference to Mr S within this decision includes his repre... (8 pages)View decision -
Decision Reference DRN-4197591
19 Jun 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4197591 The complaint Mr and Mrs G have complained about their property insurer Fairmead Insurance Limited because it said they were underinsured and paid a pro-rated settlement for their fire claim. Fairmead underwrites the policy, but it is branded and administered by a different com... (3 pages)View decision -
Decision Reference DRN8317563
23 Dec 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain that even though they called Legal & General Insurance Limited before their renewal date to check they had adequate cover, they were left underinsured. They are also unhappy with the way their claim was handled by Legal & General Insurance Limited. However, it... (5 pages)View decision -
Decision Reference DRN-3920137
7 Feb 2023 Ocaso SA, Compania de Seguros y Reaseguros Not upheldInsuranceDRN-3920137 The complaint Mrs P complains about how Ocaso SA, Compania de Seguros y Reaseguros (“Oscaso”) and its agents handled and settled her claim on her home insurance following a fire. Throughout the claim and complaint Mrs P has been represented by a third party. However for ease of... (3 pages)View decision -
Decision Reference DRN4880765
18 Feb 2020 Bank of Scotland Plc Not upheldInsurance (excluding PPI)Mr L and Miss S consider Bank of Scotland plc, trading as Halifax (“Halifax”) mis-sold them two home insurance policies. backgroundIn 2008, Mr L and Miss S took out a home insurance policy through Halifax. The policy provided buildings and contents cover. It also included legal expenses co... (3 pages)View decision -
Decision Reference DRN8915823
8 Oct 2019 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain that Lloyds Bank General Insurance Limited (“Lloyds”) sold them unsuitable buildings and contents insurance and that it overcharged them for it for a number of years. backgroundMr and Mrs H took out home insurance (building and contents) with Lloyds in January 2000. W... (3 pages)View decision -
Decision Reference DRN-5125221
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5125221 The complaint Mr and Mrs A complain about the settlement proposed by AXA Insurance UK Plc (“AXA”) following a claim they made under their home insurance policy. Any reference to AXA in this decision includes its appointed agents and representatives. What happened Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN3069330
29 Jun 2015 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs S complain they were mis-sold household insurance by St Andrew’s Insurance Plc (St Andrew’s). (The insurance was sold under the name of a high street bank. But St Andrews is responding to the complaint). They feel they have been charged too much for the ... (3 pages)View decision -
Decision Reference DRN-5187832
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5187832 The complaint Mr M and Miss M complain about the settlement they received from Aviva Insurance Limited after they made a claim under their home insurance policy. Mr M and Miss M are joint policyholders, but most of the communication regarding the claim and complaint has been... (8 pages)View decision -
Decision Reference DRN6515534
12 Mar 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G’s buildings and contents insurance policy was voided (treated as though it had never existed) by Liverpool Victoria Insurance Company Limited (“LVIC”) because he failed to tell them about the true value of his contents. Mr G thinks LVIC should not have done this and that they should... (4 pages)View decision
