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-1937310
26 Jan 2021 Society of Lloyd's Not upheldInsuranceDRN-1937310 The complaint Mr C complains about how Society of Lloyd's has settled his claim on his commercial buildings insurance. What happened Mr C owned a building that contained a shop on the ground floor and a residential flat on the first floor. He had buildings insurance with L... (4 pages)View decision -
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 DRN7197077
27 Nov 2015 Santander UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs K complain Santander UK Plc (Santander) mis-sold them household insurance.backgroundIn 2012 Mr and Mrs K took out household insurance at a Santander branch. In 2013 they were burgled. They claimed for items stolen. But they were told their policy had a £... (2 pages)View decision -
Decision Reference DRN4793521
5 Jul 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D’s complaint is about the way U K Insurance Limited (UKI) set up his Landlords’ Insurance policy.backgroundUKI reduced the amount payable under Mr D’s claims for damage by storm and escape of water because it said that he was dramatically underinsured for damag... (2 pages)View decision -
Decision Reference DRN-3878956
30 Mar 2023 Telford-Reede Ltd Not upheldInsuranceDRN-3878956 The complaint Ms B complains Telford-Reede Ltd (“Telford”) acting as her insurance broker, failed to take appropriate care when setting up her home insurance policy, resulting in a reduced settlement when she raised a claim under her home insurance poli... (3 pages)View decision -
Decision Reference DRN2328285
24 Apr 2015 First Complete Ltd UpheldInsurance (excluding PPI)Mr and Mrs F complain that First Complete Ltd mis-sold them buildings insurance through its appointed representative (“Your Move”).backgroundIn May 2011 Mr and Mrs F were sold a home insurance policy by Your Move to provide building and contents cover for the new h... (4 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 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 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-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