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 350 results
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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 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 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 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 DRN9625992
30 Jun 2015 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mrs R complains that International Insurance Company of Hannover Plc (IIC) has unreasonably declined her claim for storm damage to her home and contents.backgroundMrs R went away for Christmas and returned home to discover water had entered her living room and the wall pa... (2 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 -
Decision Reference DRN5512583
8 Jan 2014 Lloyds Bank General Insurance Limited Not upheldInsurance (excluding PPI)The rejection of a claim under Home insurance by Lloyds Bank General Insurance Limited is unfair.background I issued a provisional decision in November 2013. An extract is attached and forms part of this final decision.Lloyds’ response to the provisional decision included: Mrs M said ... (4 pages)View decision -
Decision Reference DRN-4074380
14 Apr 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4074380 The complaint Mr and Mrs A complain about AA Underwriting Insurance Company Limited (“AA”) and its decision to decline the claim they made on their home insurance policy. What happened Mr and Mrs A have home insurance with AA which began in August 2021. Mr and Mr... (4 pages)View decision -
Decision Reference DRN-4084624
5 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4084624 The complaint Mr S is unhappy with the settlement British Gas Insurance Limited (BG) offered after its engineer caused damage to his home while repairing a leak. Mr S had home emergency cover underwritten by BG. Mrs S acted on his behalf but, for ease of reading and because the... (3 pages)View decision
