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-3780382
5 Dec 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3780382 The complaint Mr M has complained about delays caused by Lloyds Bank General Insurance Limited (Lloyds) following a claim under his home insurance policy. References to Lloyds include companies and contractors acting on its behalf. What happened Mr M had an escape of water in a... (6 pages)View decision -
Decision Reference DRN-5014308
11 Sep 2024 QIC Europe Ltd UpheldInsuranceDRN-5014308 The complaint Miss F complains about the way QIC Europe Ltd has handled an escape of water claim she made on a home insurance policy. All references to QIC include the actions of the agents acting on its behalf. What happened The background to this complaint is well-known to... (6 pages)View decision -
Decision Reference DRN0197614
12 Oct 2018 Elite Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs E complain that Elite Insurance Company Limited (Elite) hasn’t handled a claimthey made on their home insurance well, and also won’t pay them the full value of theirclaim.backgroundI issued a provisional decision on this complaint in July. A copy is att... (7 pages)View decision -
Decision Reference DRN4424746
20 Mar 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs D complain about the way Royal & Sun Alliance Insurance Plc (RSA) handled their home insurance claim for fire damage to their property. backgroundI issued a provisional decision for this complaint in January 2017, a copy of which appears at the end of t... (8 pages)View decision -
Decision Reference DRN-4559779
17 Jan 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4559779 The complaint Ms Complains about Tesco Underwriting Limited’s (TUL) handling of a subsidence claim under a home insurance policy. What happened I issued two provisional decisions in December 2023. The parties are aware of the background to the complaint. It became apparent duri... (7 pages)View decision -
Decision Reference DRN-5844865
29 Sep 2025 National House-Building Council UpheldInsuranceDRN-5844865 The complaint Mr and Mrs W complain National House-Building Council (“NHBC”) has unfairly declined a claim they made on their “Buildmark” warranty policy. All references to NHBC include its agents. What happened Mr and Mrs W’s Buildmark policy started in 2015 when they purch... (6 pages)View decision -
Decision Reference DRN0179673
4 Mar 2021 Shawbrook Bank Limited Not upheldBanking and creditMrs P complains about a decision taken by Shawbrook Bank Limited (“SBL”) to decline a claim she made to it for compensation following what she says was the poor install of eight windows to her property. Mrs P is represented in this complaint by a third party. But for ease I will refer to a... (8 pages)View decision -
Decision Reference DRN-5579382
23 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5579382 The complaint Mrs G complains about the amount Ageas Insurance Limited (Ageas) have agreed to pay for rectification repairs following a claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so... (7 pages)View decision -
Decision Reference DRN8883926
5 Dec 2019 Elite Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint is about a claim they made on their home insurance policy. They are unhappy about what the insurer has done to repair their home and the service they have received. The policy is underwritten by Elite Insurance Company Limited, so it is responsible for any claim de... (16 pages)View decision -
Decision Reference DRN0361101
7 Jun 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Ms B has complained about her home insurer Legal & General Insurance Limited (L&G). It repaired her home following subsidence damage but she was unhappy with the quality of the work and that some repairs remain outstanding.backgroundMs B’s home suffered subsi... (13 pages)View decision