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 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 DRN-4169591
4 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4169591 The complaint Mrs J complains about the actions of Royal & Sun Alliance Insurance Limited (RSA) whilst dealing with a claim she made under her home insurance policy. Mrs J has made several complaints to RSA which relate to this claim. Some of these issues were dealt with by... (3 pages)View decision -
Decision Reference DRN-3427572
27 May 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3427572 The complaint Mrs J complains that Domestic & General Insurance Plc (D&G) damaged her kitchen woodwork when repairing her dishwasher under her appliance insurance. What happened Mrs J had appliance insurance with D&G for her dishwasher. She claimed under the policy ... (3 pages)View decision -
Decision Reference DRN9903339
12 Dec 2014 Ecclesiastical Insurance Office Plc Not upheldInsurance (excluding PPI)Mr and Mrs E are unhappy with the handling and the extent of the settlement offer from Ecclesiastical Insurance Office Plc, following a claim for an escape of water to their holiday home in December 2010.backgroundMr and Mrs E seek financial compensation for their losses based on the fo... (3 pages)View decision -
Decision Reference DRN5523016
26 Oct 2016 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs R have complained about the settlement offered by Covea Insurance plc after they made a claim under their buildings insurance policy.background Mr and Mrs R had two leaks in their en-suite shower. One happened before they were insured with Covea but wasn’t r... (3 pages)View decision -
Decision Reference DRN3200284
18 Jun 2019 TSB Bank plc UpheldBanking and creditMr and Mrs H complain that TSB Bank plc didn’t arrange the survey report they’d asked for as part of their mortgage application – leading to them buying a property with several defects.backgroundMr and Mrs H applied for a mortgage with TSB, via a broker. As part ... (3 pages)View decision -
Decision Reference DRN6307381
28 Mar 2014 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs A and Mr B are unhappy about the handling of a water damage claim under a buildings policy. The policy is provided by UK Insurance Limited (UKI).backgroundThe property suffered a water damage claim. UKI took some time to accept the claim as it considered some issues around the occu... (7 pages)View decision -
Decision Reference DRN-4587129
11 Jun 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4587129 The complaint Mrs M complains about the way Fairmead Insurance Limited (“Fairmead”) has handled a subsidence claim made on her home insurance policy. Mrs M is being represented on this complaint, so any reference to her includes the actions and comments of her representative. A... (6 pages)View decision -
Decision Reference DRN8847293
6 Aug 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr K is unhappy with the way a claim for malicious damage under his landlord insurance policy was handled and settled by Royal & Sun Alliance Insurance Plc (RSA).backgroundMr K let out a property. In January 2019 he made a claim to RSA after his tenant disappeared and he discovered a l... (3 pages)View decision -
Decision Reference DRN7294964
22 Feb 2018 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr M has complained about his home insurer Allianz Insurance Plc in relation to a claim he made for water damage to his property.backgroundMr M contacted Allianz at the beginning of May 2016 as a blocked down-pipe had caused water damage to his lounge, including ma... (3 pages)View decision