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
-
Decision Reference DRN-5226326
29 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5226326 The complaint Miss H and Mr S complain that AXA Insurance UK Plc (“AXA”) offered a reduced settlement amount for a claim they made on their home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I ... (6 pages)View decision -
Decision Reference DRN-4470051
18 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4470051 The complaint Mr D complains about Accelerant Insurance Europe SA/NV’s (“Accelerant”) handling of his claim under his home insurance policy. In particular, he complains they incorrectly raised an underinsurance dispute and this leading to the repairs being delayed. He also says... (5 pages)View decision -
Decision Reference DRN6450832
19 Feb 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs F had buildings and contents insurance for their business with Aviva Insurance Limited. They complain about Aviva’s handling of their claim and the settlement it offered.backgroundMr and Mrs F made a claim following a serious fire at the premises. Aviv... (2 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-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-5152839
3 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5152839 The complaint Mrs W and Mr W are unhappy with the service provided by AXA Insurance UK Plc after making a claim following an escape of oil that damaged their home. Mrs W and Mr W are both parties to this complaint. For ease of reference I have referred to Mr W throughout th... (4 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-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
