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 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 DRN-2517940
12 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2517940 The complaint C complains that National House-Building Council (“NHBC”) have unfairly declined a claim under its Buildmark policy. Any reference to C or NHBC includes that of respective representatives or agents. What happened The background of this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5796495
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5796495 The complaint Mr and Mrs D complain about Red Sands Insurance Company (Europe) Limited’s (‘Red Sands’) handling of a claim made on their home insurance policy. Except where otherwise stated, references to Red Sands include its agents. What happened Both parties will be fam... (18 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 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-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-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-4724120
14 Jun 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4724120 The complaint Mr H complains that when buying his home, National Westminster Bank Plc carried out a basic valuation rather than the homebuyers survey he’d requested. As a result a number of defects with the property were not identified. What happened In 2008, Mr H took out a m... (3 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 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