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-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 -
Decision Reference DRN-4928339
13 Aug 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4928339 The complaint Ms M has complained about the way Hiscox Insurance Company Limited dealt with an escape of water claim she made under her home insurance policy which she jointly shares with Mr M. As Ms M is the lead complainant in this case I’ll refer to her in my decision. Wh... (3 pages)View decision -
Decision Reference DRN6261846
23 Sep 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs C’s complaint is about the handling of a claim under a plumbing and drainage policy with Aviva Insurance Limited. Aviva uses agents to handle claims and complaints on its behalf. Any reference to Aviva in this decision should be read as including anything said and done by those agents ... (3 pages)View decision -
Decision Reference DRN-4716779
2 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4716779 The complaint Miss B and Mr D complain that Royal & Sun Alliance Limited trading as More Th>n provided them with poor service following their claim for an escape of water and haven’t adequately compensated then for the distress and inconvenience caused. What happened Mis... (4 pages)View decision -
Decision Reference DRN7150060
17 Feb 2018 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr A has complained because Society of Lloyd’s declined his buildings insurance claim.backgroundMr A’s policy with Lloyd’s ended on 5 October 2016. After that he insured with a new insurer. In March 2017 Mr A made a claim with his new insurer for damage caused by a ... (3 pages)View decision -
Decision Reference DRN4515412
21 Dec 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr O is unhappy with how Aviva Insurance Limited handled his claim made on his house insurance and he feels it hasn’t offered enough to settle the matter.backgroundThere was a leak beneath the floor in Mr O’s home. Aviva thought Mr O would only have to be out of ... (4 pages)View decision -
Decision Reference DRN-2640764
28 Jul 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2640764 The complaint Ms M complains as executor of the estate of the late Mrs M about the way that Royal & Sun Alliance Insurance Plc (RSA) dealt with the estate’s home insurance claim for water damage. What happened Mrs M passed away in December 2018. In February 2019 Ms M was vi... (4 pages)View decision -
Decision Reference DRN-2769181
21 Apr 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2769181 The complaint Mr C complains that Admiral Insurance Company (Gibraltar) Limited (Admiral) carried out a poor standard of repair that caused further damage to his property, after a claim under his home insurance policy. What happened Mr C contacted Admiral as he had a loss of h... (4 pages)View decision -
Decision Reference DRN7828365
14 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy with British Gas Insurance Limited’s handling of her claim under a home emergency insurance policy. backgroundI issued a provisional decision on this matter in March 2017, part of which is copied below:Mrs G reported a leak to British Gas in July 201... (4 pages)View decision -
Decision Reference DRN-5004260
5 Sep 2024 Covea Insurance plc Not upheldInsuranceDRN-5004260 The complaint Mr B complains that Covea Insurance plc (Covea) has partially declined a claim made under his landlord property insurance policy. What happened Mr B owns adjoining properties which are let out to tenants, and both properties are insured, separately, by Covea. ... (5 pages)View decision
