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
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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-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 -
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-4671439
11 Mar 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4671439 The complaint Mrs K complains about the settlement of her property insurance claim with Fairmead Insurance Limited. Fairmead are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Fairmead accept they are accoun... (4 pages)View decision -
Decision Reference DRN2274385
12 Sep 2016 Deeside Insurance Brokers Ltd UpheldInsurance (excluding PPI)Mr and Mrs D have complained because they think Deeside Insurance Brokers Ltd mis-sold their home insurance policy.backgroundMr and Mrs D’s insurer reduced the settlement of a claim they made on their home and contents insurance because the home was underinsured and i... (5 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-5504668
28 May 2025 SEIB INSURANCE BROKERS LIMITED Not upheldInsuranceDRN-5504668 The complaint Mrs B complains SEIB INSURANCE BROKERS LIMITED trading as Lansdown Insurance Brokers (“LIB”) treated her unfairly when brokering her home insurance policy which she says has led to her suffering a significant financial loss. What happened LIB was Mrs B’s insura... (3 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 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
