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-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 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-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 -
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 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 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