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 368 results
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Decision Reference DRN-5064422
7 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5064422 The complaint Mr K complains about AXA Insurance UK Plc’s handling and settlement of his home insurance claim. What happened The background to this complaint is complex and is well known to both parties, so I’ll provide only a brief summary here. I’ll concentrate on the issu... (7 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 DRN9273672
21 Dec 2017 Cotters Insurance Services Ltd Not upheldInsurance (excluding PPI)T, a manufacturing business, complains that the commercial insurance policy recommended by Cotters Insurance Services LTD (Cotters) was unsuitable because its buildings cover was inadequate.backgroundIn 2005, T appointed Cotters to arrange insurance on its behalf. Cotters ... (3 pages)View decision -
Decision Reference DRN7283354
12 Feb 2016 Lloyd Latchford Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr K’s complaint is that he believes that Lloyd Latchford Insurance Consultants Ltd failed in its duty of care toward him when it helped him arrange a commercial property insurance policy. The sum insured under the policy was too low and so the insurer only paid pa... (3 pages)View decision -
Decision Reference DRN0627721
13 May 2014 Millennium Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs G are unhappy with how their insurance claim has been handled, the delays, and the amounts offered as settlement. The home policy has been provided by Millennium Insurance Company Limited.backgroundMr and Mrs G suffered a theft from their home. They notified Millennium and ... (3 pages)View decision -
Decision Reference DRN2763620
9 Jul 2015 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr A complains about Allianz Insurance Plc’s handling, and settlement, of a fire claim made under his home insurance policy. backgroundIn September 2013 Mr A’s let property suffered fire damage. He made a claim to Allianz. It appointed a loss adjuster to investigate th... (3 pages)View decision -
Decision Reference DRN-4632283
20 Feb 2024 Folgate Insurance Company Ltd UpheldInsuranceDRN-4632283 The complaint B, a company, complains about the settlement paid by Folgate Insurance Company Ltd after making a claim under their commercial insurance policy. B is represented by Mr and Mrs S. What happened B holds a commercial policy with Folgate that was arranged by a broker.... (5 pages)View decision -
Decision Reference DRN-4572138
13 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4572138 The complaint Mr H and Ms R have complained about the amount Aviva Insurance Limited has paid for a claim they made on their buildings insurance policy. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Aviva includes its agents and r... (7 pages)View decision -
Decision Reference DRN3689712
13 Nov 2014 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs A have complained about Society of Lloyd’s (“Lloyd’s”) decision to decline their claim for accidental damage to an outbuilding at their overseas holiday property. They are also dissatisfied with the overall handling of their claim. backgroundMr and Mrs A’s overseas holiday hom... (3 pages)View decision -
Decision Reference DRN-2060481
2 Mar 2021 South Essex Insurance Brokers Limited Not upheldInsuranceDRN-2060481 The complaint Mr C is unhappy that, following his commercial property owner’s insurance claim for fire damage, his property was found to be substantially underinsured. He believes that South Essex Insurance Brokers Limited (SEIB) set the reinstatement value of the property and ... (4 pages)View decision
