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 DRN6177964
15 Apr 2016 Leek United Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs L complain that Leek United Building Society (“LUBS”) mis-sold them payment protection insurance (“PPI”) with their mortgage.backgroundMr and Mrs L applied for a LUBS mortgage in July 1997 using a mortgage broker. A couple of weeks later they applied for PPI... (3 pages)View decision -
Decision Reference DRN-4451938
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4451938 The complaint C, a company, complains about the sale of their facility insurance policy by Aviva Insurance Limited and the settlement paid under a claim. Any reference to Aviva includes the actions of its agents. C is represented by Mr and Mrs C. What happened In January 2020, ... (3 pages)View decision -
Decision Reference DRN4969490
6 Mar 2017 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr P is unhappy about his fire claim not being settled by his broker Towergate Underwriting Group Limited.backgroundMr P had a fire at his site and he claimed from his insurance company. After inspecting the damage the insurer declined to deal with the claim due to t... (4 pages)View decision -
Decision Reference DRN9431379
7 Mar 2019 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Ms S has complained about her home insurer Tesco Underwriting Limited in relation to a claim she made following a fire at her home. She blames Tesco for additional damage and the prolonged time it took for her claim to be resolved.backgroundMs S had left her hom... (3 pages)View decision -
Decision Reference DRN8244892
13 Feb 2018 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mr S, who is a commercial property developer, has complained about The National Farmers’ Union Mutual Insurance Society Limited (NFU). He believes it set the value his let property was to be insured for and is responsible for the property being under-insured. He a... (6 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-4459536
12 Jan 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4459536 The complaint Mr F and Mrs F complain that Accredited Insurance (Europe) Limited (AIL) refused to pay the full claim value for a lost ring. Mr F had buildings and contents insurance underwritten by AIL. As the policy was in his name, I’ll refer to Mr F throughout. Reference to ... (3 pages)View decision -
Decision Reference DRN8091916
3 Aug 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)C, a business, is dissatisfied with the commercial insurance claim settlement Society ofLloyd’s (SOL) made to it after a flood.backgroundSOL thought C was under-insured. It gave C a number of options, in the end a negotiated cash settlement, partially based on the second... (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