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
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Decision Reference DRN-2812441
7 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2812441 The complaint Mr and Mrs P say Aviva Insurance Limited (Aviva) has unfairly refused to meet a claim they made on their commercial insurance policy. They are being helped by a relative, Mr G. What happened Mr and Mrs P own an empty commercial property which used to be a store. T... (2 pages)View decision -
Decision Reference DRN4318960
24 Nov 2015 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr L has complained that Amtrust Europe Limited has unfairly declined his claim for damage caused to his property by a previous tenant.backgroundMr L owns a property which he lets to tenants. After his last tenant left the managing agent reported the property was in... (2 pages)View decision -
Decision Reference DRN7758721
17 Apr 2019 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr and Mrs W are unhappy that Amtrust Europe Limited won’t deal with their building warranty claim for damage to their property’s external render, caused by defective painting.backgroundIn January 2018 Mr and Mrs W made a claim to Amtrust following large patches of pai... (2 pages)View decision -
Decision Reference DRN6587949
20 Aug 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs R complains that Society of Lloyd’s (SOL) declined her claim for storm damage to her roof.backgroundMrs R had home insurance with SOL and made a claim when her roof was damaged during a storm. SOL appointed surveyors to inspect the damage. The surveyor examined ... (2 pages)View decision -
Decision Reference DRN-3678488
28 Sep 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3678488 The complaint Mr M and Mrs P complain that AXA Insurance UK Plc (“AXA”) rejected a claim under their home insurance policy. When I mention AXA I also mean its suppliers and contractors. What happened Mr M and Mrs P have a home insurance policy covering their buildings. In late ... (2 pages)View decision -
Decision Reference DRN1961285
30 Sep 2014 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J are unhappy with the repairs carried out by Legal & General Insurance Limited (“L&G”) to their conservatory and the time taken for their claim to be resolved.backgroundMr and Mrs J suffered storm damage to their conservatory in January 2012. On assessing the dama... (2 pages)View decision -
Decision Reference DRN4520043
1 May 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr Q complains about how Ageas Insurance Limited dealt with his landlord insurance claim. My references to Ageas include its agents.backgroundMr Q made a claim on his landlord policy for damage to his property by former tenants and was concerned the tenants may have... (3 pages)View decision -
Decision Reference DRN2238627
8 Mar 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)M, a limited company, complains about the way Covea Insurance plc (“Covea”) dealt with two buildings insurance claims.backgroundM is a residents association for a number of properties and made two claims against the policy held with Covea.The first claim was in relat... (3 pages)View decision -
Decision Reference DRN4144774
6 Aug 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr D complains that AXA Insurance UK Plc has declined parts of his home insurance claim for theft. backgroundMr D’s house was burgled in January 2018 so he made a claim to AXA under his home insurance policy for both theft of contents and damage to his home. The ... (2 pages)View decision -
Decision Reference DRN-4640944
29 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4640944 The complaint Mrs D complains that Tesco Underwriting Limited (Tesco) completed defective repairs following an escape of water, under her home buildings insurance policy. And it offered her an inadequate cash payment to carry out repairs herself. What happened In December 2022 ... (3 pages)View decision