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 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 -
Decision Reference DRN-2456454
30 Jun 2021 Allianz Insurance Plc Not upheldInsuranceDRN-2456454 The complaint Ms J complains about the handling of her home insurance claim for water damage in respect of her let property by Allianz Insurance Plc. What happened In March 2018 Ms J was informed by the tenants of her let property that there was a problem with water coming in. ... (4 pages)View decision -
Decision Reference DRN-5544912
16 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5544912 The complaint Mrs O complains that Royal & Sun Alliance Insurance Limited have delayed in dealing with her claim and provided poor service following an escape of water. What happened Mrs O held buildings and contents insurance with RSA. In October 2023 she made a claim... (4 pages)View decision -
Decision Reference DRN-5349012
18 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5349012 The complaint Mr M and Mrs M complain about Ageas Insurance Limited (Ageas) declining a claim under their home insurance policy for damage to their property from bad weather. References to Ageas include their agents who administer the policy and assess claims. Mr M and Mrs... (5 pages)View decision -
Decision Reference DRN9188861
17 Oct 2019 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr M and Miss S have complained about AXA Insurance UK Plc following a claim they made under their home insurance policy after the tank in their loft leaked causing water damage throughout their home.backgroundThe house (which includes an annex) was damaged by a leak in November 2016. AXA ... (18 pages)View decision -
Decision Reference DRN7607973
16 Oct 2019 Creation Consumer Finance Ltd UpheldBanking and creditMrs K is unhappy with the response of Creation Consumer Finance Ltd (‘Creation’), following her claim against it under section 75 of the Consumer Credit Act (‘CCA’) 1974. background Mrs K took out a contract with a solar panel provider, I’ll refer to it as ‘B’, to supply and install solar ... (5 pages)View decision -
Decision Reference DRN-2084990
13 Aug 2020 AXA Insurance UK Plc UpheldInsuranceDRN-2084990The complaintMr and Mrs M complain repair work undertaken by contractors, appointed by AXA Insurance UK Plc after they made a claim on their home insurance policy, is of an unacceptable standard. For ease of reference throughout this decision, I’ll refer to Mrs M only. What happ... (14 pages)View decision -
Decision Reference DRN2464669
21 Aug 2019 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Ms W is unhappy with her home insurer Lloyds Bank General Insurance Limited in relation to a claim she made to it for storm damage.backgroundMs W’s home was damaged by a storm and Lloyds accepted her claim. There were some problems at the outset but the parties overcame them and the claim ... (10 pages)View decision -
Decision Reference DRN7569013
3 Feb 2020 HDI Global Specialty SE UpheldInsurance (excluding PPI)Ms M complains about the quality of repairs carried out under her home insurance policy provided by HDI Global Speciality SE (HDI).backgroundMs M holds a home insurance policy provided by HDI. A leak in the bathroom caused damage to the house. She claimed on her policy and HDI’s agents arr... (5 pages)View decision -
Decision Reference DRN0207202
15 Mar 2021 National House-Building Council Not upheldInsurance (excluding PPI)Ms C and Mr T complain that National House-Building Council (NHBC) haven’t put right various issues at their property, after accepting a claim on their building warranty policy seven years ago. Although the complaint has been brought to us by both Ms C and Mr T, all correspondence has been... (11 pages)View decision