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 247 results
-
Decision Reference DRN-2263950
10 Nov 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2263950 The complaint The late Mr E had a home insurance policy that was underwritten by Royal & Sun Alliance Insurance Plc (‘RSA’). He left his home to his daughter, Ms E, who has since continued to pay for the policy and is also the sole executor of her father’s estate. Ms E comp... (3 pages)View decision -
Decision Reference DRN3261485
16 Jan 2015 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr K has complained about the way in which his claim for an escape of water at his property was handled by Zurich Insurance PLC.backgroundMr K made a claim to Zurich in early 2011 following an escape of water at his home, which he owns through a shared ownership scheme with a compan... (5 pages)View decision -
Decision Reference DRN1788440
25 Mar 2020 Covea Insurance plc Not upheldInsurance (excluding PPI)Mrs W is unhappy that Covea Insurance plc won’t pay her full claim under her executive business policy for redecoration of rooms in her guest house affected by water damage. backgroundMrs W owns a guest house. In September 2018 she made a claim to Covea in respect of separate water leaks w... (2 pages)View decision -
Decision Reference DRN5927839
18 Apr 2019 Admiral Insurance (Gibraltar) Limited Not upheldInsurance (excluding PPI)Mrs and Mr E complain that Admiral Insurance (Gibraltar) Limited declined a claim under their home insurance policy.backgroundMrs and Mr E have a home insurance policy with Admiral which covers buildings and contents.In 2015, Mrs and Mr E made a claim relating to a... (9 pages)View decision -
Decision Reference DRN4447326
27 Jan 2021 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mrs H has complained about her home insurer Allianz Insurance Plc in respect of a claim she made to it when a toilet cistern cracked and water damage occurred. background On 2 February 2017 Mrs H found water dripping in her drawing room, she discovered the cistern in the bathroom above had... (3 pages)View decision -
Decision Reference DRN-4530732
1 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4530732 The complaint A limited company (that I’ll call ‘R’) complains about Aviva Insurance Limited’s decision to turn down a claim made under their property owners insurance policy. R is represented in this complaint by Mr C. Any reference to Aviva includes the actions of its agents.... (4 pages)View decision -
Decision Reference DRN-3392490
23 Mar 2022 Aspen Insurance UK Limited UpheldInsuranceDRN-3392490 The complaint Mr C has complained about Aspen Insurance UK Limited, which provides the insurance for the block of flats he lives in. Mr C owns his flat and the management company for the block is Aspen’s policyholder. Mr C is unhappy about the work Aspen did at his flat after i... (12 pages)View decision -
Decision Reference DRN3993756
4 Nov 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr F and Miss R are unhappy with the way that AXA Insurance UK Plc has dealt with their escape of water claim under their household policy.backgroundIn January 2014 Mr F and Miss R made a claim to AXA following the ground floor of their home being flooded by a ... (4 pages)View decision -
Decision Reference DRN0927871
9 Dec 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs M is unhappy with the settlement and handling of her claim for water damage by UK Insurance Limited (UKI) under her house insurance policy. backgroundMrs M suffered problems dating back to 2011 in her flat due to water leaks caused by her upstairs neighbour. She s... (2 pages)View decision -
Decision Reference DRN2191538
22 Jun 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the settlement offered to them by U K Insurance Limited (UKI) in respect of their claim for water damage due to a leaking pipe, under their home insurance.backgroundWhilst their property was being renovated Mr and Mrs B discovered that th... (2 pages)View decision