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-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-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 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-5677208
8 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5677208 The complaint Mr S complains that Covea Insurance plc have voided his policy and declined his claim following a burglary. What happened Mr S took out a contents policy with Covea in March 2020 and renewed it in 2021, 2022 and 2023. On 10 February 2024 Mr S was burgled and h... (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 DRN7110316
4 Jul 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S complains about the valuation of his car by AXA Insurance UK Plc, following a claimagainst his motor insurance policy.backgroundMr S bought his car in June 2015. He took out motor insurance with AXA. Unfortunately, inJuly 2015, Mr S’s car was in an accident... (4 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 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
