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 DRN9752965
30 Jun 2014 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr R complained because Aviva Insurance Limited declined his escape of water claim. He also complained that the incident was logged against his claims record causing his subsequent insurance to be more expensive.backgroundMr R lodged a claim with Aviva under his home insurance policy f... (2 pages)View decision -
Decision Reference DRN-2812441
7 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2812441 The complaint Mr and Mrs P say Aviva Insurance Limited (Aviva) has unfairly refused to meet a claim they made on their commercial insurance policy. They are being helped by a relative, Mr G. What happened Mr and Mrs P own an empty commercial property which used to be a store. T... (2 pages)View decision -
Decision Reference DRN4318960
24 Nov 2015 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr L has complained that Amtrust Europe Limited has unfairly declined his claim for damage caused to his property by a previous tenant.backgroundMr L owns a property which he lets to tenants. After his last tenant left the managing agent reported the property was in... (2 pages)View decision -
Decision Reference DRN-1764875
24 Nov 2020 U K Insurance Limited UpheldInsuranceDRN-1764875 The complaint Mrs G is unhappy with the decision by U K Insurance Limited (UKI) to reject her home insurance claim for water damage to her kitchen floor. What happened In March 2019 when Mrs G had someone out to look at replacing her kitchen floor, it was noticed that some of h... (2 pages)View decision -
Decision Reference DRN1930300
29 Sep 2018 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr L is unhappy that St Andrew’s Insurance plc didn’t notify him of a change to his policy.backgroundMr L took out a landlord’s buildings insurance policy in May 2009. He had cause to make a claim for damage caused by bed bugs in 2017. But when he submitted the cla... (2 pages)View decision -
Decision Reference DRN7423683
12 Dec 2014 CIS General Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about a decision by CIS General Insurance Limited in relation to a claim for damage after an escape of water. He believes that it should pay for the damage caused to his new floor on the basis that the drying work after that claim was not completed properly.backgro... (2 pages)View decision -
Decision Reference DRN-4474591
1 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4474591 The complaint Mr M complains about Aviva Insurance Limited’s (“Aviva”) handling of his claim under his home insurance policy. In particular, he complains about the delay in carrying out repairs and about their decision to decline part of his claim. What happened The background ... (5 pages)View decision -
Decision Reference DRN6587949
20 Aug 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs R complains that Society of Lloyd’s (SOL) declined her claim for storm damage to her roof.backgroundMrs R had home insurance with SOL and made a claim when her roof was damaged during a storm. SOL appointed surveyors to inspect the damage. The surveyor examined ... (2 pages)View decision -
Decision Reference DRN7758721
17 Apr 2019 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr and Mrs W are unhappy that Amtrust Europe Limited won’t deal with their building warranty claim for damage to their property’s external render, caused by defective painting.backgroundIn January 2018 Mr and Mrs W made a claim to Amtrust following large patches of pai... (2 pages)View decision -
Decision Reference DRN-3678488
28 Sep 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3678488 The complaint Mr M and Mrs P complain that AXA Insurance UK Plc (“AXA”) rejected a claim under their home insurance policy. When I mention AXA I also mean its suppliers and contractors. What happened Mr M and Mrs P have a home insurance policy covering their buildings. In late ... (2 pages)View decision
