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 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 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 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-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-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-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
