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 DRN7521398
22 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to a claim made under Mrs T’s Home Care policy with British Gas Insurance Limited. Following the claim in early 2018 Mr and Mrs T were left with a hole in the bathroom wall, no water supply to the bath and were unable to use the shower.backgroundMr and Mrs T made a c... (7 pages)View decision -
Decision Reference DRN9882817
23 Jun 2021 Fairmead Insurance Limited UpheldInsurance (excluding PPI)Mr P has complained about his property insurer Fairmead Insurance Limited in relation to a claim he made after his home was damaged by a fire which occurred nearby. Mr P has also complained about a loss assessing company he appointed to assist him with the claim – that complaint is being c... (7 pages)View decision -
Decision Reference DRN0379976
5 Aug 2019 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr T is unhappy that AXA Insurance UK Plc has not paid out on his claim for storm damage to his home and outbuildings that happened in early 2018.backgroundIn early 2017 Mr T’s home suffered storm damage and AXA accepted the claim and made a cash settlement. The damage included a timber sh... (8 pages)View decision -
Decision Reference DRN-5022503
13 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5022503 The complaint Mrs U complains about the amount Royal & Sun Alliance Insurance Limited (“RSA) paid to settle her home insurance (buildings) claim. She’s also raised concerns about its handling of the claim. RSA is the underwriter of this policy i.e. the insurer. Part of ... (9 pages)View decision -
Decision Reference DRN-5826537
22 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5826537 The complaint Mx C and Mx F complain about how Covea Insurance plc handled a claim they made on their commercial property insurance policy. Reference to Covea includes its agents. Mx C and Mx F have brought this complaint as joint policyholders, but, for ease of reading, I’ll r... (10 pages)View decision -
Decision Reference DRN-4301046
15 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4301046 The complaint Mr and Mrs D have complained about Aviva Insurance Limited’s (Aviva’s) handling and settlement of a claim they made under their commercial property insurance (landlord’s) policy for damage caused to their let property by an escape of water. What happened The detai... (10 pages)View decision -
Decision Reference DRN4614432
27 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs H has complained about AXA Insurance UK Plc’s handling of her claim made under her home insurance policy following a flood at her property in November 2009.backgroundWithin her initial submissions made to this office, Mrs H raised the following concerns:-Mrs H suffers from an illn... (9 pages)View decision -
Decision Reference DRN-3599924
18 Jul 2022 Society of Lloyd's UpheldInsuranceDRN-3599924 The complaint Mr C is unhappy with the way in which Society of Lloyds (SOL) has handled a claim he made under his caravan insurance policy. What happened Mr C has explained that on 8 June 2019 he and his family were staying at his caravan and went out for a little while. When t... (10 pages)View decision -
Decision Reference DRN7291184
20 Sep 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr C is unhappy that Zurich Insurance PLC avoided his building insurance policy following a fire at two of his properties. He is also unhappy with the length of time Zurich took to reach this decision. background I set out the background to and my findings about this complaint in my pro... (8 pages)View decision -
Decision Reference DRN2368336
24 May 2019 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr B is unhappy with Liverpool Victoria Insurance Company Limited (LV) in connection with a claim he made to it on his home insurance following a water leak.backgroundIn the middle of February 2017, there was a leak from the sink in the en-suite bathroom in Mr B’s... (8 pages)View decision