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-5055940
2 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5055940 The complaint Mr L and Mrs L complain that Aviva Insurance Limited have unfairly declined their claim for water damage to their property. What happened Mr L and Mrs L held a buildings insurance policy with Aviva for their home. In August 2023 they made a claim under their ... (3 pages)View decision -
Decision Reference DRN6307381
28 Mar 2014 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs A and Mr B are unhappy about the handling of a water damage claim under a buildings policy. The policy is provided by UK Insurance Limited (UKI).backgroundThe property suffered a water damage claim. UKI took some time to accept the claim as it considered some issues around the occu... (7 pages)View decision -
Decision Reference DRN-4587129
11 Jun 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4587129 The complaint Mrs M complains about the way Fairmead Insurance Limited (“Fairmead”) has handled a subsidence claim made on her home insurance policy. Mrs M is being represented on this complaint, so any reference to her includes the actions and comments of her representative. A... (6 pages)View decision -
Decision Reference DRN-2897590
8 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2897590 The complaint Mr S complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to him the amount that he’s claimed as a result of some carpet being supplied and fitted. What happened Mr S used his Barclaycard credit card in August 2020 to pay £1,545 for a supplier... (3 pages)View decision -
Decision Reference DRN-3454434
4 May 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3454434 The complaint Mrs B has complained that Royal & Sun Alliance Insurance plc (RSA) is responsible for damage to her property following a claim made under her Home Plan insurance policy. In raising this complaint, Mrs B is represented by a family member, but I’ll refer throug... (3 pages)View decision -
Decision Reference DRN-4997293
24 Jan 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4997293 The complaint Mr and Mrs P are unhappy about how AA Underwriting Insurance Company dealt with their claim following an escape of water in their home. They’re unhappy with the length of time it took to progress their claim, the amount they’ve been offered as a cash settlement... (7 pages)View decision -
Decision Reference DRN-3194259
21 Jan 2022 Aviva Insurance Limited UpheldInsuranceDRN-3194259 The complaint Mr M and Miss M complain about Aviva Insurance Limited’s handling of their home insurance claim for accidental damage to underground drains. What happened In May 2017, when Mr M was in the process of installing a new staircase to the cellar, he discovered that the... (9 pages)View decision -
Decision Reference DRN-3347009
30 May 2022 U K Insurance Limited UpheldInsuranceDRN-3347009 The complaint Ms G complains about the service received from UK Insurance Limited trading as Churchill Home Insurance following a claim she submitted under her contents policy. What happened Ms G had a home insurance policy with Churchill. It provided contents cove... (3 pages)View decision -
Decision Reference DRN-2416599
11 Dec 2020 St Andrew's Insurance plc Not upheldInsuranceDRN-2416599 The complaint Mr and Mrs J are unhappy with the way St Andrew’s Insurance Plc handled their home insurance claim. They weren’t provided with the support they expected. What happened Mr and Mrs J experienced a water leak in mid-December 2018 that caused damage in their kitchen a... (3 pages)View decision -
Decision Reference DRN-5405006
8 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5405006 The complaint Mr and Mrs T are unhappy their claim was declined by AXA Insurance UK Plc (“AXA”) when a storm caused the roofing cover from their flat roof to detach. AXA were providing a home insurance policy. What happened Following storm damage to their property, Mr and Mr... (3 pages)View decision
