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-6027835
13 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6027835 The complaint Mrs and Mr D have complained about the service provided by Aviva Insurance Limited (‘Aviva’) under their buildings insurance policy following an escape of water claim. For the avoidance of doubt, the term ‘Aviva’ includes reference to its agents and contractors... (5 pages)View decision -
Decision Reference DRN-3696776
11 Oct 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3696776 The complaint Miss M complains about the way in which Ageas Insurance Limited handled and settled a claim she made under her home insurance. What happened Miss M held a home insurance policy with Ageas Insurance Limited, which covered damage to buildings and contents. On 22 Sep... (5 pages)View decision -
Decision Reference DRN-1843551
19 May 2020 Society of Lloyd's Not upheldInsuranceDRN-1843551 The complaintMr B complains that Society of Lloyd’s has turned down a storm damage claim he made on his Let Property Insurance Policy. What happenedIn March 2018, Mr B returned from abroad to be told that there was water damage to the inside and outside of his rental property. ... (5 pages)View decision -
Decision Reference DRN9341914
13 Jul 2017 esure Insurance Limited UpheldInsurance (excluding PPI)Mr H and Miss W complain about the amount esure Insurance Limited (“esure”) offered in settlement of their buildings insurance claim. They’re also unhappy with the way esure dealt with the claim. backgroundI’ve attached my provisional decision from June 2017, which fo... (6 pages)View decision -
Decision Reference DRN-4423316
3 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4423316 The complaint Mr and Mrs C have complained about the handling of a home emergency and buildings insurance claim under their home insurance policy with Liverpool Victoria Insurance Company Limited (“LV”). What happened On 22 November 2022, Mr and Mrs C returned from holiday to f... (11 pages)View decision -
Decision Reference DRN9267765
20 Feb 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mrs D is dissatisfied with the way her claim under her home insurance policy following damage caused by a water heater leaking has been handled by UK Insurance Limited (“UKI”).backgroundMrs D made a claim to UKI in March 2011 after she discovered that a heater in her kitchen had been le... (6 pages)View decision -
Decision Reference DRN-4609199
8 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4609199 The complaint Mrs T complains about how Fairmead Insurance Limited (Fairmead), handled a claim under her home insurance policy for damage at her property caused by an escape of water. Any reference to Fairmead in this decision includes their agents. This complaint covers issues... (5 pages)View decision -
Decision Reference DRN-3910379
14 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3910379 The complaint Miss B and Mr S complain about their home insurer, UK Insurance Limited (UKI) decisions and handling of their claim for damage to their home from being flooded. I have mostly just referred to Miss B throughout. References to UKI include its agents and contractors.... (5 pages)View decision -
Decision Reference DRN-3370164
28 Mar 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3370164 The complaint Miss T complained that her claim was unfairly declined under her home insurance policy with Admiral Insurance (Gibraltar) Limited (“Admiral”). Miss T was represented by a relative during the complaint, but for ease and to keep my decision clear, I will only refer ... (5 pages)View decision -
Decision Reference DRN9820476
5 May 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr J complains about Admiral Insurance Company Limited’s decision to refuse his home insurance claim for damage to his boiler. background I issued a provisional decision in this complaint in April 2016. Mr J replied to say that he accepted my provisional findings. He pro... (6 pages)View decision