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 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 DRN-5897795
22 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5897795 The complaint Mr and Mrs F are unhappy that Accredited Insurance (Europe) Ltd (AIE) unfairly declined a claim for damage caused by an escape of water under their home insurance policy. What happened Mr and Mrs F say in mid-December 2024 they noticed damp patches around the ... (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 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 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 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 -
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