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-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-3365521
11 Mar 2022 QIC Europe Ltd UpheldInsuranceDRN-3365521 The complaint Mr and Miss T complain about poor claims service they received from their home insurer, QIC Europe Ltd, (QIC) following their claim for fire damage to their home. They seek compensation for the inconvenience and stress they have been caused. What happened I sent t... (7 pages)View decision -
Decision Reference DRN-5001998
14 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5001998 The complaint Ms P complains that AXA Insurance UK Plc (“AXA”) unfairly declined her claim for water damage and that it provided poor customer service. What happened In September 2023, Ms P arrived home from a lengthy trip abroad to find flood damage to her property, followi... (4 pages)View decision -
Decision Reference DRN-4058918
6 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4058918 The complaint A company that I’ll refer to as E has complained about how Ageas Insurance Limited dealt with a claim on its property insurance policy. Mr K, a director of E, has brought the complaint on E’s behalf. For ease of reading, I will refer to E throughout. What happened... (4 pages)View decision -
Decision Reference DRN-2763370
22 Apr 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2763370 The complaint Mr and Mrs A complain that AXA Insurance UK plc is responsible for poor service in connection with a home insurance policy. What happened For the year from 14 September 2018, Mr and Mrs A had a home buildings insurance policy. The policy included cover for an esca... (5 pages)View decision -
Decision Reference DRN-4638380
18 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4638380 The complaint Mr G complains about how Lloyds Bank General Insurance Limited trading as Halifax (“Lloyds”) dealt with a claim he made on his home insurance policy following an escape of water at his home. Lloyds is the underwriter of this policy... (4 pages)View decision -
Decision Reference DRN2239953
3 Apr 2020 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr H is unhappy that Amtrust Europe Limited won’t pay most of his claim for malicious damage by tenants under his residential property owner policy.backgroundMr H had let his property to tenants in March 2016. The tenants requested permission to undertake upgrades to the property including... (5 pages)View decision -
Decision Reference DRN-3365528
25 May 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3365528 The complaint Mr F and Miss H are unhappy with how Admiral Insurance (Gibraltar) Limited dealt with a claim about a leak. They’ve said it unfairly declined to cover the claim. What happened I’ll set out a brief summary of the main points relevant to the dispute. Mr F and Miss ... (4 pages)View decision -
Decision Reference DRN-5735001
5 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5735001 The complaint Mr C has complained about his let property insurer Royal & Sun Alliance Insurance Limited because it wouldn’t accept his property had been maliciously damaged by his tenants. RSA did agree to consider some damage as accidental, but said it would apply an ex... (4 pages)View decision -
Decision Reference DRN9586796
16 Feb 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr R is unhappy with Royal & Sun Alliance Insurance Plc (RSA) because it’s declined his claim made on his home insurance policy after a leak was found in his bathroom.backgroundIn July 2017 Mr R was having his bathroom renovated and a leak was found. The water... (4 pages)View decision
