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-5689709
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5689709 The complaint Mr A complains that Aviva Insurance Limited has unfairly handled a claim made on his commercial buildings insurance policy. Mr A feels delays were added to the claim journey and this increased the time his property was unable to be re-let and he suffered a fina... (4 pages)View decision -
Decision Reference DRN6047623
26 Jul 2019 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr R1 complains on behalf of his parents Mr and Mrs R that Lloyds Bank General Insurance Limited mis-sold them a home insurance policy which was excessively priced and had unnecessary cover.background In 2009 Mr and Mrs R took out a home insurance policy at their local bank branch. The pol... (3 pages)View decision -
Decision Reference DRN3401553
25 Sep 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)A claim under a Home insurance was dealt with unfairly by Society of Lloyd’s. backgroundMr C’s home was extensively damaged in a fire. At an early stage of his claim, Lloyd’s loss adjusters appointed surveyors to prepare details of the repairs that the building re... (6 pages)View decision -
Decision Reference DRN-4777979
28 Jun 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4777979 The complaint A limited company, which I will refer to as S, complains about the decision of AXIS Specialty Europe SE to avoid its commercial insurance policy and decline its claim for building damage. What happened The following is intended only as a brief summary of events. A... (6 pages)View decision -
Decision Reference DRN-5355963
24 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5355963 The complaint Mr A complains that Accredited Insurance (Europe) Ltd (AIE) has voided his policy and refused his claim for fire as they say he failed to declare County Court Judgements (CCJ) when he took out and renewed the policy. What happened Mr A took out a buildings in... (4 pages)View decision -
Decision Reference DRN3701975
7 May 2019 Leeds Building Society Not upheldInvestment and pensionsMr C complains that an error by Leeds Building Society (“LBS”) led to his life insurance policy being set up incorrectly in 2009. He’s unhappy that now the error has come to light, the policy provider has amended the cover, which he says will leave him underinsured.b... (4 pages)View decision -
Decision Reference DRN6890791
28 Nov 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain about Liverpool Victoria Insurance Company Limited’s (“LV”) settlement of their home insurance claim for theft. background Mr and Mrs K’s home was burgled in February 2014. They made a claim under their home insurance for damage to the property... (3 pages)View decision -
Decision Reference DRN-5959919
5 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5959919 The complaint Mr and Mrs T have complained about the way Accredited Insurance (Europe) Ltd dealt with the claim they made after they suffered flooding at their property. What happened The history of this matter is long and involved but, to summarise, Mr and Mrs T own a stud ... (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 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