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 DRN2379628
7 Nov 2019 The New India Assurance Company Limited Not upheldInsurance (excluding PPI)Mr P and Mr B are unhappy that The New India Assurance Company Limited won’t pay their full claim under their Shops and Restaurants Policy for water damage to their restaurant. They are represented by a loss assessor, Mr L.backgroundIn October 2016 Mr P and Mr B suffered damage to the base... (3 pages)View decision -
Decision Reference DRN-4183899
16 Jun 2023 Fairmead Insurance Limited Not upheldInsuranceDRN-4183899 The complaint Mr C complains that Fairmead Insurance Limited has treated him unfairly when it declined to provide his buildings insurance cover. He’s also questioned the price he paid for this insurance in earlier years. What happened The details of this complaint are well know... (2 pages)View decision -
Decision Reference DRN6613785
27 Mar 2019 Lloyds Bank General Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs K are unhappy with the premiums charged by Lloyds Bank General Insurance Limited for their home insurance over a number of years and feel the policy was unsuitable for their needs.backgroundMr and Mrs K bought their policy through Lloyds in 2001 and continued ... (2 pages)View decision -
Decision Reference DRN-3658536
22 Jan 2023 The New India Assurance Company Limited UpheldInsuranceDRN-3658536 The complaint Mrs D complains on behalf of limited company “N” about The New India Assurance Company Limited’s decision to decline a claim for contents following an escape of water at N’s commercial premises. What happened Following a leak at N’s premises in June 2020, Mrs D ma... (3 pages)View decision -
Decision Reference DRN6084730
1 May 2020 Liberty Mutual Insurance Europe SE Not upheldInsurance (excluding PPI)Ms M is unhappy that Liberty Mutual Insurance Europe SE won’t pay her Landlords Insurance claim for theft from her let property.backgroundIn October 2018 Ms M reported a claim for theft from her let property to Liberty. The circumstances were that her tenant, who is a vulnerable person wit... (3 pages)View decision -
Decision Reference DRN-2276359
4 Feb 2021 HDI Global SE UpheldInsuranceDRN-2276359 The complaint Mr H is unhappy that HDI Global SE-UK will only pay a reduced amount for a fire claim under his commercial property owners insurance policy, due to him being underinsured. What happened Mr H took out buildings insurance online for his commercial premises. The buil... (3 pages)View decision -
Decision Reference DRN2361541
8 Jun 2017 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs A is unhappy Royal & Sun Alliance Insurance Plc (RSA) cancelled her buildings and contents insurance policy without letting her know. She is represented by her son Mr A. backgroundMrs A has had a number of issues with RSA and her buildings and contents policy... (2 pages)View decision -
Decision Reference DRN-6055947
7 Jan 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6055947 The complaint Mr E and Ms V have complained that Zurich Insurance Company Ltd unfairly voided their home insurance policy (treated it as if it had never existed) and refused to pay their claim. What happened Mr E and Ms V bought their home in 2022 for about £4,000,000. In 20... (3 pages)View decision -
Decision Reference DRN-4036812
24 May 2023 John Henshall Ltd Not upheldInsuranceDRN-4036812 The complaint The estate of Mr D complains about the service John Henshall Ltd provided when it sold a buildings insurance policy. Mr D and Mrs P have brought the complaint on behalf of the estate of Mr D. For ease I shall refer to them below. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-2534354
25 Jan 2021 Home and Travel Limited Not upheldInsuranceDRN-2534354 The complaint Mr P is unhappy Home and Travel Limited (“H&T”) failed to pass on important information to his buildings insurer which he says resulted in it declining a claim. What happened I issued a provisional decision on this complaint on 8 January 2021, an extract of wh... (3 pages)View decision