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
-
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 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 -
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 -
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 DRN-4043950
23 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4043950 The complaint The estate of Mrs B, represented by its executor, Ms W, has complained about esure Insurance Limited (Esure). Esure, following claims made for buildings and contents items stolen and damaged during a burglary, declined liability for the claims on the basis the pro... (7 pages)View decision -
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-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-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 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
