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-2640764
28 Jul 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2640764 The complaint Ms M complains as executor of the estate of the late Mrs M about the way that Royal & Sun Alliance Insurance Plc (RSA) dealt with the estate’s home insurance claim for water damage. What happened Mrs M passed away in December 2018. In February 2019 Ms M was vi... (4 pages)View decision -
Decision Reference DRN4515412
21 Dec 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr O is unhappy with how Aviva Insurance Limited handled his claim made on his house insurance and he feels it hasn’t offered enough to settle the matter.backgroundThere was a leak beneath the floor in Mr O’s home. Aviva thought Mr O would only have to be out of ... (4 pages)View decision -
Decision Reference DRN-2769181
21 Apr 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2769181 The complaint Mr C complains that Admiral Insurance Company (Gibraltar) Limited (Admiral) carried out a poor standard of repair that caused further damage to his property, after a claim under his home insurance policy. What happened Mr C contacted Admiral as he had a loss of h... (4 pages)View decision -
Decision Reference DRN6495615
31 Oct 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Ms W complains about the settlement and handling of a leak claim by Legal & General Insurance Limited (“L&G”) under her home insurance policy.backgroundMs W had home insurance with L&G. In March 2019, she made a claim when her home was damaged by a leak. L&G accepted the cl... (4 pages)View decision -
Decision Reference DRN4438717
20 Jan 2015 Helm Godfrey Partners Ltd Not upheldInvestment and pensionsMr K complains that Helm Godfrey Partners Ltd should have advised him to reduce the income he was taking from an existing offshore investment bond. He complains that it gave inadequate advice, and did not consider changes in his attitude to risk.backgroundIn 2005, another firm record... (4 pages)View decision -
Decision Reference DRN-4318857
25 Aug 2023 Covea Insurance plc Not upheldInsuranceDRN-4318857 The complaint Mr C complains Covea Insurance plc (Covea) declined a claim made under his landlord’s property insurance policy. Mr C also holds Covea responsible for a loss of rental income. Where I’ve referred to Covea below, this also includes any actions or communication carr... (5 pages)View decision -
Decision Reference DRN-3365521
11 Mar 2022 QIC Europe Ltd UpheldInsuranceDRN-3365521 The complaint Mr and Miss T complain about poor claims service they received from their home insurer, QIC Europe Ltd, (QIC) following their claim for fire damage to their home. They seek compensation for the inconvenience and stress they have been caused. What happened I sent t... (7 pages)View decision -
Decision Reference DRN-3365528
25 May 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3365528 The complaint Mr F and Miss H are unhappy with how Admiral Insurance (Gibraltar) Limited dealt with a claim about a leak. They’ve said it unfairly declined to cover the claim. What happened I’ll set out a brief summary of the main points relevant to the dispute. Mr F and Miss ... (4 pages)View decision -
Decision Reference DRN2239953
3 Apr 2020 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr H is unhappy that Amtrust Europe Limited won’t pay most of his claim for malicious damage by tenants under his residential property owner policy.backgroundMr H had let his property to tenants in March 2016. The tenants requested permission to undertake upgrades to the property including... (5 pages)View decision -
Decision Reference DRN-2456454
30 Jun 2021 Allianz Insurance Plc Not upheldInsuranceDRN-2456454 The complaint Ms J complains about the handling of her home insurance claim for water damage in respect of her let property by Allianz Insurance Plc. What happened In March 2018 Ms J was informed by the tenants of her let property that there was a problem with water coming in. ... (4 pages)View decision