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
-
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 DRN-5722480
28 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5722480 The complaint Mr and Mrs T have complained as U K Insurance Limited (“UKI”) hasn’t accepted and paid a settlement based upon quotes they’ve provided from two separate reputable contractors. UKI were providing a home insurance policy. What happened Mr and Mrs T have had a pre... (3 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 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 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 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 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-4530732
1 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4530732 The complaint A limited company (that I’ll call ‘R’) complains about Aviva Insurance Limited’s decision to turn down a claim made under their property owners insurance policy. R is represented in this complaint by Mr C. Any reference to Aviva includes the actions of its agents.... (4 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