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 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 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-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 DRN6049145
11 Sep 2019 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that esure Insurance Limited unfairly declined his home insurance claim for storm damage. Rainwater was entering his property through multiple points.backgroundRainwater was entering Mr K’s porch, main bedroom, and downstairs extension. He accepts there’s a long term issue w... (3 pages)View decision -
Decision Reference DRN-4247770
17 Aug 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4247770 The complaint Miss B complains that Nationwide Building Society won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2020, Miss B was looking to renovate her property and so searched for builders on a trade association webs... (3 pages)View decision -
Decision Reference DRN3020662
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 -
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 -
Decision Reference DRN8847293
6 Aug 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr K is unhappy with the way a claim for malicious damage under his landlord insurance policy was handled and settled by Royal & Sun Alliance Insurance Plc (RSA).backgroundMr K let out a property. In January 2019 he made a claim to RSA after his tenant disappeared and he discovered a l... (3 pages)View decision -
Decision Reference DRN8606367
9 Mar 2015 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mrs D has complained about Legal & General Insurance Limited (L&G) not completing repairs to her fire damaged home correctly.backgroundMrs D had a fire at her home and L&G took on reinstatement of that property. The reinstatement did not go as Mrs D might have hoped and sh... (6 pages)View decision -
Decision Reference DRN3200284
18 Jun 2019 TSB Bank plc UpheldBanking and creditMr and Mrs H complain that TSB Bank plc didn’t arrange the survey report they’d asked for as part of their mortgage application – leading to them buying a property with several defects.backgroundMr and Mrs H applied for a mortgage with TSB, via a broker. As part ... (3 pages)View decision
