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
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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 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 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 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 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 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 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-5447123
9 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5447123 The complaint Mr B complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined his home insurance claim. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has accepted it is accou... (3 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