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 353 results
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Decision Reference DRN3379404
7 Aug 2020 China Taiping Insurance (UK) Co Ltd UpheldInsurance (excluding PPI)Mr B complains about poor service received from China Taiping Insurance (UK) Co Ltd during its handling of his home insurance claim for damage caused by a fire. He also complains that payments associated with his buildings claim were reduced because it said he was underinsured. background... (8 pages)View decision -
Decision Reference DRN1135073
13 Jun 2014 RiverStone Insurance Limited Not upheldInsurance (excluding PPI)B, a limited company, is unhappy about the settlement offered following a claim for water damage. The commercial property policy is provided by RiverStone Insurance Limited.background B made a claim following water damage. RiverStone appointed loss adjusters and after initially declini... (3 pages)View decision -
Decision Reference DRN-2470697
7 Jan 2021 Morgan Richardson Ltd Not upheldInsuranceDRN-2470697 The complaint Mr E – on behalf of Company W – complains that Morgan Richardson Ltd (“MRL”) mis-sold it a commercial property insurance policy which has resulted in it being underinsured following a claim. What happened W owns a public house. It took out a commercial property in... (5 pages)View decision -
Decision Reference DRN-5125082
7 Nov 2024 Drayton Ins. Limited Not upheldInsuranceDRN-5125082 The complaint Mr R complains Drayton Ins. Limited, an insurance broker, provided poor advice when he bought a commercial insurance policy to cover his farm, which led to him being underinsured. What happened The background to this complaint is well known to both parties, so ... (7 pages)View decision -
Decision Reference DRN-4717716
11 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4717716 The complaint Mr and Mrs K complain about Zurich Insurance Plc’s (Zurich) poor handling or their claim after an escape of water, and delays due to an incorrect assessment of the policy sum insured, under their buildings insurance policy. What happened Mr and Mrs K’s home was da... (4 pages)View decision -
Decision Reference DRN-4516135
15 Dec 2023 Society of Lloyd's UpheldInsuranceDRN-4516135 The complaint Mr M is the sole trader of a business I’ll refer to as M. He complains about the way Society of Lloyd’s (SOL) handled a claim under M’s Commercial Combined insurance policy. What happened The details of this complaint are known to all parties, so I won’t repeat th... (7 pages)View decision -
Decision Reference DRN-4974086
27 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4974086 The complaint Mr and Mrs C have complained about the service provided by AXA Insurance UK Plc (‘AXA’) under their home insurance policy following a flooding event. For the avoidance of doubt, the term ‘AXA’ includes its agents, contractors, surveyors, and loss adjusters for ... (7 pages)View decision -
Decision Reference DRN2081834
27 Oct 2015 Millennium Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the settlement figure offered by Millennium Insurance Company Limited following an escape of water claim.backgroundMr and Mrs S made a claim which was accepted by Millennium. Mr S is a builder by trade and submitted a quote for repair (an... (2 pages)View decision -
Decision Reference DRN2713963
24 Nov 2014 The Insurance Partnership Services Ltd Not upheldInsurance (excluding PPI)This complaint relates to the services provided to Mr B by his broker, The Insurance Partnership Services Limited (‘IPS’), in relation to his Farm Combined Insurance Policy. backgroundMr B arranged insurance for his farm through IPS over a seven year period before there was a fire leadi... (2 pages)View decision -
Decision Reference DRN-5039078
24 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5039078 The complaint Mr C complains that AXA insurance UK Plc (“AXA”) has unfairly settled a claim under his buildings insurance policy. Any reference to Mr C or AXA includes respective agents or representatives. What happened The background of this complaint is well known between ... (6 pages)View decision
