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 DRN-5901068
23 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5901068 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) has unfairly handled a claim under his home insurance policy. Any reference to Mr M or LV includes respective agents or representatives. What happened The background of this complaint is we... (6 pages)View decision -
Decision Reference DRN0708632
28 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs K is dissatisfied with the offer of settlement made to her by AXA Insurance UK Plc in relation to a claim for escape of water made under her home insurance.backgroundIn May 2011, Mrs K contacted AXA to make a claim on her policy following an escape of water at her home. The appoin... (2 pages)View decision -
Decision Reference DRN-4121745
8 Jun 2023 Jelf Insurance Brokers Limited Not upheldInsuranceDRN-4121745 The complaint G complains that Jelf Insurance Brokers Limited gave it incorrect information at inception and renewal of its landlords insurance policy that led it to be underpaid by the insurer following a claim. As a director of G, Mr B brings the complaint on its behalf. He h... (3 pages)View decision -
Decision Reference DRN-4383912
12 Oct 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4383912 The complaint Mr and Mrs L complain that Accredited Insurance (Europe) Ltd (“AIL”) has offered a reduced settlement for a claim they made under their buildings insurance policy. Mrs L has primarily dealt with things and been represented at times. For simplicity, I’ll refer to h... (5 pages)View decision -
Decision Reference DRN-4840388
28 Sep 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4840388 The complaint Mr and Mrs A complain that Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined a claim made for fire damage to their rental property. Any references to Chaucer in this decision include its appointed agents. What happened In Novem... (2 pages)View decision -
Decision Reference DRN-5833421
26 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5833421 The complaint A limited company, which I have referred to as C, complains about the handling and settlement of its commercial property and business interruption insurance claim. What happened The following is intended only as a summary of the main events and arguments. Addit... (9 pages)View decision -
Decision Reference DRN-2092747
6 May 2021 Fairmead Insurance Limited UpheldInsuranceDRN-2092747 The complaint Mr and Mrs S complain about the way that Fairmead Insurance Limited has handled their home insurance claim for damage caused to their house by a fallen tree. What happened Mr and Mrs S’s home was damaged by a 70ft local authority owned tree, situated on their boun... (5 pages)View decision -
Decision Reference DRN6616087
30 Mar 2020 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mr and Mrs H are unhappy with the way The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has handled their claim for damage to their business caused by a fire.backgroundI issued my provisional decision on this complaint in February 2020 explaining that I was intending to ... (12 pages)View decision -
Decision Reference DRN-3570339
30 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3570339 The complaint Mr S1, Mr S2, Mr S3 and Mrs S have complained about their home insurer AXA Insurance UK Plc in respect of a settlement it made following damage to their property when a boundary wall fell. The complainants are co-owners of the property. But Mr S1 has mainly dealt ... (4 pages)View decision -
Decision Reference DRN-4040413
19 Nov 2023 Allianz Insurance Plc Not upheldInsuranceDRN-4040413 The complaint Mr C, on behalf of L – a limited company – is complaining about the way Allianz Insurance Plc has handled a claim L made on its commercial property insurance policy. Both Mr C and Allianz have instructed agents to act on their behalf. For ease of reference, I’ll r... (5 pages)View decision