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 366 results
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Decision Reference DRN-5462687
7 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5462687 The complaint S, a limited company, complains about the way Covea Insurance plc handled a claim it made on its commercial property insurance policy following a theft. S is being represented in bringing the complaint by Mrs S, a director of S. Any reference to S includes com... (7 pages)View decision -
Decision Reference DRN-4298708
11 Dec 2023 Advisory Insurance Brokers Limited UpheldInsuranceDRN-4298708 The complaint Mr and Mrs P complain about the sale of their home insurance policy by Advisory Insurance Brokers Limited trading as Towergate Insurance (‘Towergate’). Towergate are the brokers, not the insurance underwriters, in relation to the sale of this policy. What happened... (4 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 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 DRN-4462430
22 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4462430 The complaint Mr M complains, on behalf of W, that AXA Insurance UK Plc offered a reduced settlement amount for a claim he made on W’s commercial property insurance policy. Reference to Mr M or AXA includes its respective agents and representatives. What happened The circumstan... (5 pages)View decision -
Decision Reference DRN-4865293
21 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4865293 The complaint Mr F and Ms H complain about the amount Royal & Sun Alliance Insurance Limited (“RSA”) has offered to settle a claim they made on their home insurance policy. Reference to Mr F includes Ms H and their representative. And reference to RSA includes its agents. F... (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 DRN-4293544
25 Sep 2023 Chaucer Insurance Company Designated Activity Company Not upheldInsuranceDRN-4293544 The complaint Mr P complains about how Chaucer Insurance Company Designated Activity Company (Chaucer) handled a claim under his home insurance policy. References to Chaucer include their agents who administer the policy. This decision only covers those issues raised by Mr P in... (4 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-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
