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 381 results
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Decision Reference DRN-4777979
28 Jun 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4777979 The complaint A limited company, which I will refer to as S, complains about the decision of AXIS Specialty Europe SE to avoid its commercial insurance policy and decline its claim for building damage. What happened The following is intended only as a brief summary of events. A... (6 pages)View decision -
Decision Reference DRN3401553
25 Sep 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)A claim under a Home insurance was dealt with unfairly by Society of Lloyd’s. backgroundMr C’s home was extensively damaged in a fire. At an early stage of his claim, Lloyd’s loss adjusters appointed surveyors to prepare details of the repairs that the building re... (6 pages)View decision -
Decision Reference DRN-5689709
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5689709 The complaint Mr A complains that Aviva Insurance Limited has unfairly handled a claim made on his commercial buildings insurance policy. Mr A feels delays were added to the claim journey and this increased the time his property was unable to be re-let and he suffered a fina... (4 pages)View decision -
Decision Reference DRN-3544678
20 Jun 2022 RiskAlliance Limited UpheldInsuranceDRN-3544678 The complaint Mr B is unhappy with the way RiskAlliance Limited Plc (“RA”) arranged his buildings insurance policy. What happened Mr B has arranged buildings insurance for his property using an intermediary, RA, for a number of years. In September 2019, Mr B renewed the polic... (4 pages)View decision -
Decision Reference DRN4150191
30 Mar 2019 M3W Limited UpheldInsurance (excluding PPI)Ms T complains M3W Limited gave incorrect advice about the amount she insured her buildings for (sum insured). As a result she was underinsured when she claimed for damage to her property after a fire. Ms T is being represented in bringing this complaint. But for ea... (3 pages)View decision -
Decision Reference DRN-5355963
24 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5355963 The complaint Mr A complains that Accredited Insurance (Europe) Ltd (AIE) has voided his policy and refused his claim for fire as they say he failed to declare County Court Judgements (CCJ) when he took out and renewed the policy. What happened Mr A took out a buildings in... (4 pages)View decision -
Decision Reference DRN6890791
28 Nov 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain about Liverpool Victoria Insurance Company Limited’s (“LV”) settlement of their home insurance claim for theft. background Mr and Mrs K’s home was burgled in February 2014. They made a claim under their home insurance for damage to the property... (3 pages)View decision -
Decision Reference DRN-5469586
9 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5469586 The complaint Mr and Mrs B are unhappy that AXA Insurance UK Plc (“AXA”) declined their theft claim. Mr and Mrs B had buildings and contents insurance underwritten by AXA. For ease of reading, I’ll refer only to Mr B throughout my decision. But any reference to him, or AXA,... (4 pages)View decision -
Decision Reference DRN6047623
26 Jul 2019 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr R1 complains on behalf of his parents Mr and Mrs R that Lloyds Bank General Insurance Limited mis-sold them a home insurance policy which was excessively priced and had unnecessary cover.background In 2009 Mr and Mrs R took out a home insurance policy at their local bank branch. The pol... (3 pages)View decision -
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
