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 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 -
Decision Reference DRN-4676124
12 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4676124 The complaint Miss R complains that U K Insurance Limited (UKI) declined a claim she made under her buildings insurance policy. What happened In January 2023 Miss R made a claim to UKI, her building insurance provider, for storm damage after water came through her ceiling follo... (5 pages)View decision -
Decision Reference DRN-5129509
14 Jan 2025 Society of Lloyd's UpheldInsuranceDRN-5129509 The complaint Mrs W complains about the way Society of Lloyd’s (Lloyd’s) handled claims she made on a building warranty. What happened In 2020 Mrs W purchased a property which came with a build-zone warranty underwritten by Lloyd’s. Mrs W made a claim on the warranty for var... (3 pages)View decision -
Decision Reference DRN-5243672
10 Jan 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5243672 The complaint G complains that AXIS Specialty Europe SE (AXIS) unfairly declined its commercial property insurance claim and caused unnecessary delays. Any reference to AXIS in this final decision includes its respective agents unless specified otherwise. What happened The ... (4 pages)View decision -
Decision Reference DRN6495615
31 Oct 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Ms W complains about the settlement and handling of a leak claim by Legal & General Insurance Limited (“L&G”) under her home insurance policy.backgroundMs W had home insurance with L&G. In March 2019, she made a claim when her home was damaged by a leak. L&G accepted the cl... (4 pages)View decision -
Decision Reference DRN4438717
20 Jan 2015 Helm Godfrey Partners Ltd Not upheldInvestment and pensionsMr K complains that Helm Godfrey Partners Ltd should have advised him to reduce the income he was taking from an existing offshore investment bond. He complains that it gave inadequate advice, and did not consider changes in his attitude to risk.backgroundIn 2005, another firm record... (4 pages)View decision -
Decision Reference DRN-4318857
25 Aug 2023 Covea Insurance plc Not upheldInsuranceDRN-4318857 The complaint Mr C complains Covea Insurance plc (Covea) declined a claim made under his landlord’s property insurance policy. Mr C also holds Covea responsible for a loss of rental income. Where I’ve referred to Covea below, this also includes any actions or communication carr... (5 pages)View decision -
Decision Reference DRN-2959584
5 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2959584 The complaint Mr R is unhappy about the service provided by British Gas Services Limited (BG) when he claimed about a dishwasher fault under his appliance insurance policy What happened Mr R had an insurance policy with BG which provides for the repair of kitchen appliances or ... (4 pages)View decision -
Decision Reference DRN9612859
5 Jun 2015 Covea Insurance plc UpheldInsurance (excluding PPI)Miss B complains about Covea Insurance plc’s handling of a claim made under her home insurance policy. backgroundIn January 2013 Miss B discovered a leak in her bathroom which had caused damage. She made a claim under her policy. While this was being investigated, a ... (4 pages)View decision
