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 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-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-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-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-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-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-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 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