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-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 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 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 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 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 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 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 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-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
