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 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 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 -
Decision Reference DRN8756349
20 Oct 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with UK Insurance Limited’s (“UKI”) proposed settlement of their claim for accidental damage.backgroundMr and Mrs G discovered a crack to the woodwork of their French doors following the attendance of the manufacturer to fix the locking mechanism. The d... (3 pages)View decision -
Decision Reference DRN5724375
26 Sep 2018 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr N is unhappy that Amtrust Europe Limited has declined his claim for serious fire damage to his property under his Unoccupied Residential Property Insurance, and voided (cancelled back to the start) the policy.backgroundMr N bought the property in 2014. It had pre... (3 pages)View decision -
Decision Reference DRN-2092729
11 Nov 2020 C.G.H.W. Ltd Not upheldInsuranceDRN-2092729 The complaint Ms O is unhappy with some of the repairs carried out by a contractor appointed for her by CGHW Ltd, a firm of loss assessors, who dealt with her home insurance claim for fire damage to her home. What happened In December 2017 Ms O had a house fire. She was approa... (3 pages)View decision -
Decision Reference DRN-2263950
10 Nov 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2263950 The complaint The late Mr E had a home insurance policy that was underwritten by Royal & Sun Alliance Insurance Plc (‘RSA’). He left his home to his daughter, Ms E, who has since continued to pay for the policy and is also the sole executor of her father’s estate. Ms E comp... (3 pages)View decision -
Decision Reference DRN-5100798
6 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5100798 The complaint Mr C and Ms J have complained about U K Insurance Limited trading as Direct Line (UKI)’s decision to reject a claim they made for damage to their home under their home and buildings insurance policy. What happened Mr C and Ms J made a claim for damage to their ... (2 pages)View decision -
Decision Reference DRN3261485
16 Jan 2015 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr K has complained about the way in which his claim for an escape of water at his property was handled by Zurich Insurance PLC.backgroundMr K made a claim to Zurich in early 2011 following an escape of water at his home, which he owns through a shared ownership scheme with a compan... (5 pages)View decision