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 DRN2488562
27 Feb 2020 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr R is unhappy with the cash settlement Ageas Insurance Limited (“Ageas”) has paid in settlement of a home insurance claim he made for damage to his property caused by a fire. backgroundI issued a provisional decision in January 2020 explaining that I was intending to partially uphold Mr ... (10 pages)View decision -
Decision Reference DRN8938160
21 Jun 2019 Legal and General Assurance Society Limited UpheldInvestment and pensionsMr S and Mrs M (the consumers) complain they were mis-sold a decreasing term assurance policy by Legal and General Assurance Society Limited (the business). They say they’ve paid for life cover they didn’t need. They’re also unhappy about the service they’ve received ... (7 pages)View decision -
Decision Reference DRN-4111952
18 Aug 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4111952 The complaint A company that I’ll refer to as D has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly voided its policy and declined its property insurance claim. Mr B, a director of D, has brought the complaint on D’s behalf through a representative. Fo... (8 pages)View decision -
Decision Reference DRN6973825
17 Oct 2019 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)ComplaintMiss G is unhappy with the way The National Farmers’ Union Mutual Insurance Society Limited (‘NFU’) handled an escape of water claim under her property insurance policy. All references to NFU include their agents.BackgroundTowards the end of July 2017 Miss G found damage caused by... (20 pages)View decision -
Decision Reference DRN-3025923
15 Sep 2021 Fairmead Insurance Limited UpheldInsuranceDRN-3025923 The complaint Mrs T is unhappy that a claim made under her Fairmead Insurance Limited home insurance policy was declined and her policy voided (cancelled as though it had never existed). Mrs T is also unhappy about how she was spoken to by a call handler at Fairmead when discus... (7 pages)View decision -
Decision Reference DRN-4354128
18 Sep 2023 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4354128 The complaint Mr and Mrs L are unhappy with the way Lloyds Bank General Insurance Limited (LBG) handled their claim following a burglary, and they complain that the settlement offered for the stolen jewellery was too low. Mr and Mrs L had buildings and contents insurance underw... (5 pages)View decision -
Decision Reference DRN-5783011
3 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5783011 The complaint Mrs B and Mr B complain about AXA Insurance UK Plc’s handling of a claim made under their buildings insurance policy after their home was flooded. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (16 pages)View decision -
Decision Reference DRN-3637882
9 Aug 2022 Vitality Life Limited UpheldInvestmentsDRN-3637882 The complaint Mrs M has complained through her representative, Mr M, about the way Vitality Life Limited handled her serious illness claim under her life and serious illness plan with them. She’s also complained that Vitality have paid less on the claim than she was expecting. ... (5 pages)View decision -
Decision Reference DRN-3257737
18 Jan 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3257737 The complaint Mr and Mrs M have complained about their home insurer Fairmead Insurance Limited in respect of how it handled a water damage claim they made to it in 2014. What happened On 14 March 2014 Mr and Mrs M returned home to find their house, which they lived in with thei... (10 pages)View decision -
Decision Reference DRN7369909
23 Aug 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs C has complained about her let property insurer Royal & Sun Alliance Insurance Plc (RSA) in respect of claims she made to it for lost rent and malicious damage.backgroundMrs C had to take action to remove her tenant from the property. Possession was gained on 12 May 2017. There wer... (7 pages)View decision
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