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-4676124
12 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4676124 The complaint Miss R complains that U K Insurance Limited (UKI) declined a claim she made under her buildings insurance policy. What happened In January 2023 Miss R made a claim to UKI, her building insurance provider, for storm damage after water came through her ceiling follo... (5 pages)View decision -
Decision Reference DRN-4724120
14 Jun 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4724120 The complaint Mr H complains that when buying his home, National Westminster Bank Plc carried out a basic valuation rather than the homebuyers survey he’d requested. As a result a number of defects with the property were not identified. What happened In 2008, Mr H took out a m... (3 pages)View decision -
Decision Reference DRN7150060
17 Feb 2018 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr A has complained because Society of Lloyd’s declined his buildings insurance claim.backgroundMr A’s policy with Lloyd’s ended on 5 October 2016. After that he insured with a new insurer. In March 2017 Mr A made a claim with his new insurer for damage caused by a ... (3 pages)View decision -
Decision Reference DRN-2517940
12 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2517940 The complaint C complains that National House-Building Council (“NHBC”) have unfairly declined a claim under its Buildmark policy. Any reference to C or NHBC includes that of respective representatives or agents. What happened The background of this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-4716779
2 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4716779 The complaint Miss B and Mr D complain that Royal & Sun Alliance Limited trading as More Th>n provided them with poor service following their claim for an escape of water and haven’t adequately compensated then for the distress and inconvenience caused. What happened Mis... (4 pages)View decision -
Decision Reference DRN6261846
23 Sep 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs C’s complaint is about the handling of a claim under a plumbing and drainage policy with Aviva Insurance Limited. Aviva uses agents to handle claims and complaints on its behalf. Any reference to Aviva in this decision should be read as including anything said and done by those agents ... (3 pages)View decision -
Decision Reference DRN-2959584
5 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2959584 The complaint Mr R is unhappy about the service provided by British Gas Services Limited (BG) when he claimed about a dishwasher fault under his appliance insurance policy What happened Mr R had an insurance policy with BG which provides for the repair of kitchen appliances or ... (4 pages)View decision -
Decision Reference DRN2175677
11 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs R complained about AXA Insurance UK Plc’s handling and settlement of her flood claim.backgroundThe complaint stems from a claim that was reported in 2003. Since that time AXA and Mrs R have been engaged in ongoing correspondence about settling the claim. This has resulted in previous... (4 pages)View decision -
Decision Reference DRN9612859
5 Jun 2015 Covea Insurance plc UpheldInsurance (excluding PPI)Miss B complains about Covea Insurance plc’s handling of a claim made under her home insurance policy. backgroundIn January 2013 Miss B discovered a leak in her bathroom which had caused damage. She made a claim under her policy. While this was being investigated, a ... (4 pages)View decision -
Decision Reference DRN-2903267
30 Aug 2022 National House-Building Council UpheldInsuranceDRN-2903267 The complaint Mrs F has complained about National House-Building Council’s (NHBC’s) handling of a claim she made under her NHBC Buildmark warranty for defects with the waterproofing at a property she owns. What happened I issued a provisional decision on this complaint in March... (27 pages)View decision