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 DRN-4569589
19 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4569589 The complaint Mr B complains about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) has handled his home insurance claim. He’s also unhappy about conflicting information NFU has provided and the premiums he has been charged. NFU is the underwriter of this ... (7 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 -
Decision Reference DRN0557271
1 Aug 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H complain that UK Insurance Limited (UKI) listed the wrong number of bedrooms for their property which led to them being overcharged for their home contents insurance. backgroundI issued a provisional decision on this complaint earlier this month, a copy of ... (8 pages)View decision -
Decision Reference DRN-3688444
13 Sep 2022 Avantia Insurance Limited UpheldInsuranceDRN-3688444 The complaint Mr and Mrs S are unhappy with the way Avantia Insurance Limited sold and renewed their home insurance policy. Mr S has primarily dealt with the claim and complaint, so I’ll refer to him only. What happened The circumstances of this complaint aren’t in dispute, so ... (4 pages)View decision -
Decision Reference DRN-4352247
21 Sep 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4352247 The complaint Mr H complains that Accredited Insurance (Europe) Limited (“AIL”) has offered a reduced settlement for a claim he made on his home insurance policy. Reference to AIL includes its agents and representatives. Such as the administrator, B, who Mr H has been dealing w... (5 pages)View decision -
Decision Reference DRN-4928186
5 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4928186 The complaint P’s complaint is that Aviva Insurance Limited didn’t consider a claim it made correctly under its business protection insurance policy. P says Aviva treated it unfairly. In this decision all references to P include its claims handlers. Although P is helped by ... (5 pages)View decision -
Decision Reference DRN-4772741
27 Nov 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4772741 The complaint Mrs W has complained about the insurer for her second home, Great Lakes Insurance SE. In a previous complaint to this Service, where Mrs W raised a number of concerns about her policy, an Ombudsman explained that Great Lakes was not named on the policy documen... (4 pages)View decision -
Decision Reference DRN-2727725
15 Apr 2021 Trust Insurance Services Ltd Not upheldInsuranceDRN-2727725 The complaint Mr and Mrs H complain as directors of H, a limited company, that its business protection insurance policy was mis-sold by Trust Insurance Services Ltd, leaving H under-insured. What happened H operated from rented premises. Following a fire in 2019 that destroyed ... (7 pages)View decision -
Decision Reference DRN-5284320
24 Jan 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5284320 The complaint T’s complaint is about a claim it made on its Accelerant business protection insurance policy, which Accelerant declined and then voided the cover. T says Accelerant treated it unfairly. It wants Accelerant to cover its claim and reinstate the policy. T is help... (4 pages)View decision -
Decision Reference DRN-5131347
7 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5131347 The complaint Mr C complains that AXA Insurance UK Plc unfairly declined a claim he made under his home insurance (buildings) policy. He’s also unhappy that AXA wouldn’t help him make a claim against the insurer of the third-party driver who damaged his property. AXA is the... (7 pages)View decision
