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-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 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 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 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 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 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 -
Decision Reference DRN9903339
12 Dec 2014 Ecclesiastical Insurance Office Plc Not upheldInsurance (excluding PPI)Mr and Mrs E are unhappy with the handling and the extent of the settlement offer from Ecclesiastical Insurance Office Plc, following a claim for an escape of water to their holiday home in December 2010.backgroundMr and Mrs E seek financial compensation for their losses based on the fo... (3 pages)View decision -
Decision Reference DRN-3427572
27 May 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3427572 The complaint Mrs J complains that Domestic & General Insurance Plc (D&G) damaged her kitchen woodwork when repairing her dishwasher under her appliance insurance. What happened Mrs J had appliance insurance with D&G for her dishwasher. She claimed under the policy ... (3 pages)View decision -
Decision Reference DRN-4169591
4 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4169591 The complaint Mrs J complains about the actions of Royal & Sun Alliance Insurance Limited (RSA) whilst dealing with a claim she made under her home insurance policy. Mrs J has made several complaints to RSA which relate to this claim. Some of these issues were dealt with by... (3 pages)View decision -
Decision Reference DRN7294964
22 Feb 2018 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr M has complained about his home insurer Allianz Insurance Plc in relation to a claim he made for water damage to his property.backgroundMr M contacted Allianz at the beginning of May 2016 as a blocked down-pipe had caused water damage to his lounge, including ma... (3 pages)View decision