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 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 -
Decision Reference DRN-5604279
5 Jun 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5604279 The complaint Ms J complains that Marks & Spencer Financial Services Plc (‘MSFSP’) has unfairly declined her claim for a refund against a retailer. What happened In early 2023 Ms J discovered woodworm damage to the flooring (the ‘flooring’) of her home. She received advi... (4 pages)View decision -
Decision Reference DRN5927839
18 Apr 2019 Admiral Insurance (Gibraltar) Limited Not upheldInsurance (excluding PPI)Mrs and Mr E complain that Admiral Insurance (Gibraltar) Limited declined a claim under their home insurance policy.backgroundMrs and Mr E have a home insurance policy with Admiral which covers buildings and contents.In 2015, Mrs and Mr E made a claim relating to a... (9 pages)View decision -
Decision Reference DRN1788440
25 Mar 2020 Covea Insurance plc Not upheldInsurance (excluding PPI)Mrs W is unhappy that Covea Insurance plc won’t pay her full claim under her executive business policy for redecoration of rooms in her guest house affected by water damage. backgroundMrs W owns a guest house. In September 2018 she made a claim to Covea in respect of separate water leaks w... (2 pages)View decision -
Decision Reference DRN-3392490
23 Mar 2022 Aspen Insurance UK Limited UpheldInsuranceDRN-3392490 The complaint Mr C has complained about Aspen Insurance UK Limited, which provides the insurance for the block of flats he lives in. Mr C owns his flat and the management company for the block is Aspen’s policyholder. Mr C is unhappy about the work Aspen did at his flat after i... (12 pages)View decision
