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-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-4771444
30 Apr 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4771444 The complaint R – a business – is unhappy that Zurich Insurance Plc reduced the amount it paid for a claim R made on its commercial property insurance policy following damage caused by a storm. What happened The details of this complaint are well known to both parties, so I wil... (10 pages)View decision -
Decision Reference DRN6792891
7 Jan 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mrs C owns an unoccupied house which has suffered subsidence damage. She would like the damage to be properly assessed by an independent loss adjuster and settlement to be carried out satisfactorily. The policy is provided by AXA Insurance UK Plc.background In late 2009 Mrs C reported tha... (7 pages)View decision -
Decision Reference DRN-2441631
6 May 2021 Fairmead Insurance Limited UpheldInsuranceDRN-2441631 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... (6 pages)View decision -
Decision Reference DRN-3197699
31 Dec 2021 U K Insurance Limited UpheldInsuranceDRN-3197699 The complaint Mr and Mrs C complain about the way UK Insurance Limited trading as Direct Line (“UKI”) has handled their claim for subsidence under their landlord insurance policy. What happened Mr and Mrs C first became aware of the subsidence when internal cracks were discover... (3 pages)View decision -
Decision Reference DRN1090282
3 Mar 2021 AXA Insurance UK Plc UpheldInsurance (excluding PPI)A company which I’ll refer to as “B”, complains that AXA Insurance UK Plc (“AXA”) has declined a claim made against its commercial property insurance policy. Mr S is a director of B and brings the complaint on B’s behalf. background B owned a property comprised of a large detached house wh... (3 pages)View decision -
Decision Reference DRN-4571085
5 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-4571085 The complaint Mr V complains Great Lakes Insurance SE settled his buildings insurance claim unfairly. Great Lakes’ been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Great Lakes’ own. For the same reason I’... (11 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 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-3976074
17 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3976074 The complaint Miss M complained about how Ageas Insurance Limited trading as Ageas (‘Ageas’) settled a claim under a contents insurance policy. What happened Miss M contacted Ageas to make a claim for fire damage to her home contents. Ageas accepted the claim. It arranged for M... (2 pages)View decision
