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
-
Decision Reference DRN-3205156
21 Nov 2022 HDI Global Specialty SE UpheldInsuranceDRN-3205156 The complaint Mrs A complains that HDI Global Specialty SE (HDI) has unfairly limited her claim pay-out for damage sustained to her home during a storm. And has provided an unrealistic quote for the repairs. The policy is in Mrs A’s sole name, so I have just referred to her thr... (4 pages)View decision -
Decision Reference DRN-4435665
17 Dec 2023 Ageas Insurance Limited UpheldInsuranceDRN-4435665 The complaint Mr P is complaining that Ageas Insurance Limited has reduced a claim he made on his commercial property insurance policy. Ageas has used a number of agents to handle the claim and complaint on its behalf. But, for ease of reference, I shall refer to anything the a... (4 pages)View decision -
Decision Reference DRN0919343
31 Jan 2014 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr A has complained about the handling of his claim for subsidence damage by Zurich Insurance PLC under his home insurance policy.backgroundAfter Mr A submitted his claim, Zurich appointed a loss adjuster to visit the property and investigate the damage. The loss adjuster considere... (4 pages)View decision -
Decision Reference DRN-4112905
27 Nov 2023 AXIS Specialty Europe SE UpheldInsuranceDRN-4112905 The complaint Mr V complains about the way AXIS Speciality Europe SE settled a fire damage claim under a Landlords Occupied insurance policy. What happened A property Mr V rents to tenants suffered extensive fire damage in 2021. So, he raised a claim to AXIS which it accepted. ... (3 pages)View decision -
Decision Reference DRN-2867636
2 Jul 2021 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-2867636 The complaint Miss T has complained about Ocaso SA, Compania de Seguros y Reaseguros’s decision to pay only part of a claim she made for storm damage under her buildings insurance policy. What happened Miss T bought a buildings insurance policy with the insure Ocaso through a b... (3 pages)View decision -
Decision Reference DRN7359231
10 Feb 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr C has complained about the way AXA Insurance UK Plc has dealt with his claim under his home contents policy following a fire at his property in June 2010.backgroundI issued a provisional decision in this case in December 2013. That provisional decision stated the following:-backgroun... (9 pages)View decision -
Decision Reference DRN-5027917
18 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5027917 The complaint Mr S is unhappy that Ageas Insurance Limited is seeking to proportionately reduce the settlement he’s due for a fire damage claim he made on his buildings insurance policy. What happened There has been extensive background to this complaint as the claim has be... (6 pages)View decision -
Decision Reference DRN4953432
31 Dec 2018 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr and Mrs V, trading as SN, say Zurich Insurance plc unfairly restricted a claim they made on their shop insurance policy.backgroundIn March 2016 Mr and Mrs V’s shop was impacted by a third party’s lorry. This vehicle had itself been hit by another car which was being... (5 pages)View decision -
Decision Reference DRN-3811572
24 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3811572 The complaint Mr and Mrs S have complained that AXA Insurance UK Plc have paid less in settlement of their claim under their home insurance policy than they should have done. Mr and Mrs S also complained to AXA about some delays on their part in making payments to them, but I u... (3 pages)View decision -
Decision Reference DRN-5555919
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5555919 The complaint A charity, which I will refer to as K, complains about the handling and settlement of its commercial property insurance claim by Aviva Insurance Limited. What happened The background to the complaint is well known by both parties. So, the following is intended ... (8 pages)View decision
