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 DRN5242441
9 Oct 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains that UK Insurance Limited has declined his claim for storm damage under his commercial property insurance policy. backgroundThe roof of Mr F’s outbuilding was damaged in November 2016. Several of the slates had blown off on one side of the roof. He ma... (2 pages)View decision -
Decision Reference DRN5372443
28 Apr 2014 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs A were unhappy that Legal & General Insurance Limited (“L&G”) declined their claim for damage caused by an escape of water.backgroundPart of Mr and Mrs A’s kitchen ceiling collapsed following an escape of water from an enclosed waste pipe in the bathroom above. L&am... (3 pages)View decision -
Decision Reference DRN3378755
22 Jul 2014 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr R is unhappy with the offer made by Liverpool Victoria Insurance Company Limited (“LV”) concerning the repair costs for his conservatory following the collapse of a garden wall onto it. He is also unhappy that LV will not pay any part of the cost of rebuilding the wall, and with its... (3 pages)View decision -
Decision Reference DRN6082904
28 Mar 2017 First Complete Ltd Not upheldBanking and creditMr M is unhappy with the advice him and his partner (Miss C) were given by First Complete Ltd when it acted as his mortgage broker.backgroundIn April 2016 Miss C contacted First Complete to let it know Mr M’s offer on the property they were hoping to buy had been ... (3 pages)View decision -
Decision Reference DRN4407432
9 Feb 2018 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr G’s complaint is about a claim for damage to underground pipes that was declined. His insurance policy is provided by Society of Lloyd’s (SoL).backgroundIn December 2016 Mr G noticed that he had problems with his drains and arranged for them to be inspected by a l... (3 pages)View decision -
Decision Reference DRN7906984
14 Feb 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr A complained because Royal & Sun Alliance Insurance Plc (“RSA”) declined a buildings insurance claim.backgroundMr A’s policy with RSA started on 6 October 2016. About six months later Mr A made a claim for damage that had been caused by a leak from a w... (3 pages)View decision -
Decision Reference DRN9135138
2 Apr 2014 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs G’s complaint concerns St Andrew’s Insurance Plc (St Andrew’s) decision to decline their claim that the water damage to their property was caused by a storm. backgroundIn July 2012, Mr and Mrs G reported their claim to St Andrew’s for storm damage to their property, having ... (3 pages)View decision -
Decision Reference DRN-2844350
17 Jun 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-2844350 The complaint Mrs P complains that Admiral Insurance (Gibraltar) Limited declined her claim on her home insurance. What happened Mrs P had home insurance with Admiral. In December 2019 she made a claim after waste water from her kitchen sink and washing machine rose up to grou... (3 pages)View decision -
Decision Reference DRN0600913
28 Feb 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)D, a company, complains that Aviva Insurance Limited declined a claim under her commercial insurance policy. D is represented in this complaint by Mrs O.backgroundMrs O insured her business premises with Aviva and in 2009 she made a claim for cracking above the window... (3 pages)View decision -
Decision Reference DRN-4425081
7 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4425081 The complaint Mrs B and Mrs C complain that One Insurance Limited (One Insurance) declined their claim for damage caused by falling glass, under their accidental damage insurance. What happened Mrs B and Mrs C say their home was undergoing some redecoration. A glass panel that ... (3 pages)View decision