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 DRN3701975
7 May 2019 Leeds Building Society Not upheldInvestment and pensionsMr C complains that an error by Leeds Building Society (“LBS”) led to his life insurance policy being set up incorrectly in 2009. He’s unhappy that now the error has come to light, the policy provider has amended the cover, which he says will leave him underinsured.b... (4 pages)View decision -
Decision Reference DRN-4653129
19 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4653129 The complaint Mr C and Mrs C complain about AXA Insurance UK Plc’s settlement offer after they made a claim under their home insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary here. Mr C and Mrs C ... (4 pages)View decision -
Decision Reference DRN7014346
18 Sep 2013 UIA (Insurance) Limited UpheldInsurance (excluding PPI)A claim made under Home insurance for damage caused by fire was not settled fully by UIA (Insurance) Limited (“UIA”).backgroundI issued a provisional decision in June 2013. An extract is attached and it forms part of this final decision.The response made by/on behalf of Mr and Mrs S ... (7 pages)View decision -
Decision Reference DRN-4272964
28 Aug 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4272964 The complaint Mr F has complained about the way in which Zurich Insurance Plc (‘Zurich’) handled a claim under his storage insurance policy. What happened Mr F purchased clothes and sunglasses and was keeping them in storage. Unfortunately, a theft occurred from the storage uni... (3 pages)View decision -
Decision Reference DRN-4479808
28 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4479808 The complaint Mr T and Mrs T are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) decision to withdraw contents cover from their policy. What happened Mr T and Mrs T held a buildings and contents insurance policy with RSA, with additional premiums being paid for ... (3 pages)View decision -
Decision Reference DRN-5388881
10 Jun 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5388881 The complaint Mr W complains The National Farmers’ Union Mutual Insurance Society Limited handled his business insurance claim poorly. NFU’s been represented for the claim by contractors. For simplicity in places, I’ve referred to the contractors’ actions as being NFU’s own... (3 pages)View decision -
Decision Reference DRN1224494
13 Dec 2013 The Co-operative Bank Plc Not upheldPayment protection insurance (PPI)Mr and Mrs C entered into a mortgage with The Co-operative Bank Plc trading as Britannia Building Society (“Britannia”) in October 2007. At the same time, they purchased a regular premium payment protection insurance (“PPI”) policy. They say the policy was mis-sold because they were press... (5 pages)View decision -
Decision Reference DRN0571981
14 Jul 2017 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs E say Bank of Scotland plc (trading as Halifax) mis-sold them four Total Mortgage Protection Plan (TMPP) policies. backgroundIn April 2006 Mr and Mrs E took out a 25 year mortgage with Halifax. At the same time it sold them a TMPP that included payment pr... (3 pages)View decision -
Decision Reference DRN1190810
25 Sep 2018 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr S complains that Society of Lloyd’s has not paid for all items under a contents insurance claim.Mr S is represented by a third party in this case. But, for ease, I’ll only refer to Mr S throughout.backgroundMr S took out a buildings and contents insurance policy ... (4 pages)View decision -
Decision Reference DRN-4198027
28 Oct 2023 Riverdale Business Solutions Limited Not upheldInsuranceDRN-4198027 The complaint C is complaining that Riverdale Business Solutions Limited (Riverdale) didn’t present all the relevant information to the insurer of a commercial property insurance policy it arranged on C’s behalf. C has been represented by a legal representative throughout this ... (3 pages)View decision
