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 DRN4447326
27 Jan 2021 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mrs H has complained about her home insurer Allianz Insurance Plc in respect of a claim she made to it when a toilet cistern cracked and water damage occurred. background On 2 February 2017 Mrs H found water dripping in her drawing room, she discovered the cistern in the bathroom above had... (3 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 -
Decision Reference DRN0927871
9 Dec 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs M is unhappy with the settlement and handling of her claim for water damage by UK Insurance Limited (UKI) under her house insurance policy. backgroundMrs M suffered problems dating back to 2011 in her flat due to water leaks caused by her upstairs neighbour. She s... (2 pages)View decision -
Decision Reference DRN2191538
22 Jun 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the settlement offered to them by U K Insurance Limited (UKI) in respect of their claim for water damage due to a leaking pipe, under their home insurance.backgroundWhilst their property was being renovated Mr and Mrs B discovered that th... (2 pages)View decision -
Decision Reference DRN-4425534
2 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4425534 The complaint Mrs B has complained about the handling of a claim under her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In July 2022, Mrs B contacted British Gas as there was water dripping from a valve in her boiler. An engineer... (6 pages)View decision -
Decision Reference DRN3993756
4 Nov 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr F and Miss R are unhappy with the way that AXA Insurance UK Plc has dealt with their escape of water claim under their household policy.backgroundIn January 2014 Mr F and Miss R made a claim to AXA following the ground floor of their home being flooded by a ... (4 pages)View decision -
Decision Reference DRN2349782
18 Feb 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs D complain that Royal & Sun Alliance Insurance Plc has acted unreasonably when settling a claim on their home insurance.backgroundRSA carried out various repairs to damage in Mr and Mrs D’s kitchen. During the repairs some wooden kitchen unit doors we... (2 pages)View decision -
Decision Reference DRN1184077
3 Feb 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about UK Insurance Limited’s (UKI) handling of his claim for an escape of water on his contents insurance policy. He also complains about UKI’s offer to settle his claim and the policy excess that it applied.background Mr C suffered an escape of water ... (2 pages)View decision -
Decision Reference DRN-2754728
28 Apr 2021 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-2754728 The complaint T, a food takeaway business, has complained about China Taiping Insurance (UK) Co Ltd’s decision to decline its claim under its commercial insurance policy after its premises were damaged by a fire. T is represented by its proprietor, Ms M, who in turn is represen... (4 pages)View decision -
Decision Reference DRN6745618
30 Sep 2014 CIS General Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained about the settlement CIS General Insurance Limited has offered to him in relation to his claim made for damage caused to his bathroom and kitchen when he dropped a bucket of water.backgroundMr H was cleaning his bathroom when the handle on the bucket of water... (4 pages)View decision
