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 364 results
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Decision Reference DRN4234484
28 Mar 2014 Rentokil Insurance Limited Not upheldInsurance (excluding PPI)Mr J has complained about Rentokil Insurance Limited’s decision to remove cover for wood- rotting fungi from his insurance policy and to decline his claim.The circumstances of this complaint are set out in my provisional decision issued in January 2014 as outlined below: backgroundMr J h... (4 pages)View decision -
Decision Reference DRN-5354341
18 Mar 2025 Soteria Insurance Limited UpheldInsuranceDRN-5354341 The complaint Mr H complains that Soteria Insurance Limited trading as Co-Op Insurance has unfairly handled his claim made for subsidence damage to his property. What happened Mr H made a claim for subsidence damage to his property in 2019 and there has been concerns raised ... (5 pages)View decision -
Decision Reference DRN5655404
10 Aug 2016 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C are unhappy because Lloyds Bank General Insurance Limited declined their home insurance claim, even though it had previously said it would be covered.backgroundMr and Mrs C made a claim under their policy for damage caused to a floor when Mrs C’s foot we... (2 pages)View decision -
Decision Reference DRN4640864
25 Jun 2015 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Mrs J is unhappy that her claim for damage to an outbuilding at her property was declined by Legal & General Insurance Limited (L&G).background An outbuilding at Mrs J’s home was damaged during a storm. She made a claim for the damage, which was declined by L... (3 pages)View decision -
Decision Reference DRN4166886
20 May 2014 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Miss C is unhappy because St Andrew’s Insurance plc (hereafter referred to as St Andrew’s) rejected her claim for damage to her floor.backgroundMiss C made a claim under her home insurance policy after the leg of a ladder went through the floorboards.A loss adjuster attended Miss C’s pr... (3 pages)View decision -
Decision Reference DRN8735073
6 May 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr L and Mrs V complain that AXA Insurance UK Plc unfairly declined their claim for damage to their shed.backgroundMr L said that severe storm winds blew in the gable end of his shed and the roof collapsed.He said the main structure of the shed was sound and the... (2 pages)View decision -
Decision Reference DRN-5080904
17 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5080904 The complaint Mr L is unhappy that Santander UK Plc won’t refund the money he lost to what he believes was a scam. What happened Mr L was looking for a builder to carry out some repairs to the chimney. He had asked several builders to provide a quote for the work and one bu... (4 pages)View decision -
Decision Reference DRN3638339
2 Nov 2018 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr C complains Legal & General Insurance Limited took too long to settle his home insurance claim causing himself and his family considerable distress and inconvenience.backgroundMr C has a home insurance policy underwritten by Legal & General. He lives in a hou... (3 pages)View decision -
Decision Reference DRN3818035
19 Jun 2020 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Miss P has complained about Liverpool Victoria Insurance Company Limited’s (LV) handling of a claim she made on her commercial property owners insurance policy following a fire at one of her properties.background I issued a provisional decision in May 2020 explaining that I was intending t... (13 pages)View decision -
Decision Reference DRN1288273
27 Nov 2015 Guarantee Protection Insurance Limited Not upheldInsurance (excluding PPI)Ms L complains about the increase in premium applied by Guarantee Protection Insurance Limited (“GPI”) to her policy for woodworm and damp. backgroundMs L first took out her policy – as a guarantee against woodworm and damp – in 1987. She paid approximately £20 for he... (2 pages)View decision