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 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 DRN-4425081
7 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4425081 The complaint Mrs B and Mrs C complain that One Insurance Limited (One Insurance) declined their claim for damage caused by falling glass, under their accidental damage insurance. What happened Mrs B and Mrs C say their home was undergoing some redecoration. A glass panel that ... (3 pages)View decision -
Decision Reference DRN-1838381
27 Aug 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1838381The complaintMr B complains that Royal and Sun Alliance Insurance Plc (RSA) hasn’t treated him fairly when settling a claim he made under his home insurance for damage caused by a water leak. What happenedMr B suffered a burst pipe in his home, and it caused extensive damage. Th... (3 pages)View decision -
Decision Reference DRN-2844350
17 Jun 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-2844350 The complaint Mrs P complains that Admiral Insurance (Gibraltar) Limited declined her claim on her home insurance. What happened Mrs P had home insurance with Admiral. In December 2019 she made a claim after waste water from her kitchen sink and washing machine rose up to grou... (3 pages)View decision -
Decision Reference DRN0600913
28 Feb 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)D, a company, complains that Aviva Insurance Limited declined a claim under her commercial insurance policy. D is represented in this complaint by Mrs O.backgroundMrs O insured her business premises with Aviva and in 2009 she made a claim for cracking above the window... (3 pages)View decision -
Decision Reference DRN4407432
9 Feb 2018 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr G’s complaint is about a claim for damage to underground pipes that was declined. His insurance policy is provided by Society of Lloyd’s (SoL).backgroundIn December 2016 Mr G noticed that he had problems with his drains and arranged for them to be inspected by a l... (3 pages)View decision -
Decision Reference DRN7906984
14 Feb 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr A complained because Royal & Sun Alliance Insurance Plc (“RSA”) declined a buildings insurance claim.backgroundMr A’s policy with RSA started on 6 October 2016. About six months later Mr A made a claim for damage that had been caused by a leak from a w... (3 pages)View decision -
Decision Reference DRN-4617011
24 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4617011 The complaint Mr and Mrs A complain that U K Insurance Limited (“UKI”) has failed to satisfactorily repair their home after an escape of water claim was made under their home insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers... (3 pages)View decision -
Decision Reference DRN9135138
2 Apr 2014 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs G’s complaint concerns St Andrew’s Insurance Plc (St Andrew’s) decision to decline their claim that the water damage to their property was caused by a storm. backgroundIn July 2012, Mr and Mrs G reported their claim to St Andrew’s for storm damage to their property, having ... (3 pages)View decision -
Decision Reference DRN5523016
26 Oct 2016 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs R have complained about the settlement offered by Covea Insurance plc after they made a claim under their buildings insurance policy.background Mr and Mrs R had two leaks in their en-suite shower. One happened before they were insured with Covea but wasn’t r... (3 pages)View decision
