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 395 results
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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-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 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 -
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-4995093
2 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4995093 The complaint Mr and Mrs B have complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) have sought to limit their claim settlement following impact damage to one of the buildings on their property. What happened Mr and Mrs B made a claim und... (6 pages)View decision -
Decision Reference DRN1184624
16 Sep 2015 Stride Limited Not upheldInsurance (excluding PPI)Mr D complains that Stride Limited (Stride) mis-sold him household insurance.backgroundMr D arranged household insurance online through Stride. He made a claim for storm damage to an outbuilding. The insurer agreed to pay the claim but it said Mr D’s property rebuild c... (2 pages)View decision -
Decision Reference DRN-3891333
9 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3891333 The complaint Mr and Mrs P are unhappy with the amount Fairmead Insurance Limited has offered to pay for a claim made on their home insurance policy. For simplicity, I’ll refer to Mr P only. Reference to Fairmead includes its agents and representatives. What happened The circum... (4 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-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 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
