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 DRN5372443
28 Apr 2014 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs A were unhappy that Legal & General Insurance Limited (“L&G”) declined their claim for damage caused by an escape of water.backgroundPart of Mr and Mrs A’s kitchen ceiling collapsed following an escape of water from an enclosed waste pipe in the bathroom above. L&am... (3 pages)View decision -
Decision Reference DRN-4815489
6 Aug 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4815489 The complaint X has complained about the decision by Zurich Insurance Company Ltd to void (cancel from the start) his home insurance policy. What happened X took out a home insurance policy with Zurich in May 2021. In December 2022 he made a claim to Zurich following a wate... (3 pages)View decision -
Decision Reference DRN3378755
22 Jul 2014 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr R is unhappy with the offer made by Liverpool Victoria Insurance Company Limited (“LV”) concerning the repair costs for his conservatory following the collapse of a garden wall onto it. He is also unhappy that LV will not pay any part of the cost of rebuilding the wall, and with its... (3 pages)View decision -
Decision Reference DRN6082904
28 Mar 2017 First Complete Ltd Not upheldBanking and creditMr M is unhappy with the advice him and his partner (Miss C) were given by First Complete Ltd when it acted as his mortgage broker.backgroundIn April 2016 Miss C contacted First Complete to let it know Mr M’s offer on the property they were hoping to buy had been ... (3 pages)View decision -
Decision Reference DRN1961285
30 Sep 2014 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J are unhappy with the repairs carried out by Legal & General Insurance Limited (“L&G”) to their conservatory and the time taken for their claim to be resolved.backgroundMr and Mrs J suffered storm damage to their conservatory in January 2012. On assessing the dama... (2 pages)View decision -
Decision Reference DRN4144774
6 Aug 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr D complains that AXA Insurance UK Plc has declined parts of his home insurance claim for theft. backgroundMr D’s house was burgled in January 2018 so he made a claim to AXA under his home insurance policy for both theft of contents and damage to his home. The ... (2 pages)View decision -
Decision Reference DRN-4640944
29 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4640944 The complaint Mrs D complains that Tesco Underwriting Limited (Tesco) completed defective repairs following an escape of water, under her home buildings insurance policy. And it offered her an inadequate cash payment to carry out repairs herself. What happened In December 2022 ... (3 pages)View decision -
Decision Reference DRN5242441
9 Oct 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains that UK Insurance Limited has declined his claim for storm damage under his commercial property insurance policy. backgroundThe roof of Mr F’s outbuilding was damaged in November 2016. Several of the slates had blown off on one side of the roof. He ma... (2 pages)View decision -
Decision Reference DRN4520043
1 May 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr Q complains about how Ageas Insurance Limited dealt with his landlord insurance claim. My references to Ageas include its agents.backgroundMr Q made a claim on his landlord policy for damage to his property by former tenants and was concerned the tenants may have... (3 pages)View decision -
Decision Reference DRN2238627
8 Mar 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)M, a limited company, complains about the way Covea Insurance plc (“Covea”) dealt with two buildings insurance claims.backgroundM is a residents association for a number of properties and made two claims against the policy held with Covea.The first claim was in relat... (3 pages)View decision
