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-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-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-2903267
30 Aug 2022 National House-Building Council UpheldInsuranceDRN-2903267 The complaint Mrs F has complained about National House-Building Council’s (NHBC’s) handling of a claim she made under her NHBC Buildmark warranty for defects with the waterproofing at a property she owns. What happened I issued a provisional decision on this complaint in March... (27 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 DRN2175677
11 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs R complained about AXA Insurance UK Plc’s handling and settlement of her flood claim.backgroundThe complaint stems from a claim that was reported in 2003. Since that time AXA and Mrs R have been engaged in ongoing correspondence about settling the claim. This has resulted in previous... (4 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 -
Decision Reference DRN-5577499
3 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5577499 The complaint Mr D complains about the handling of his buildings insurance claim by Society of Lloyd’s (‘SoL’). Any reference to SoL includes its agents and the insurer that underwrote the policy. What happened SoL provides buildings insurance cover for a multi-occupancy p... (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