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-2763370
22 Apr 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2763370 The complaint Mr and Mrs A complain that AXA Insurance UK plc is responsible for poor service in connection with a home insurance policy. What happened For the year from 14 September 2018, Mr and Mrs A had a home buildings insurance policy. The policy included cover for an esca... (5 pages)View decision -
Decision Reference DRN-4058918
6 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4058918 The complaint A company that I’ll refer to as E has complained about how Ageas Insurance Limited dealt with a claim on its property insurance policy. Mr K, a director of E, has brought the complaint on E’s behalf. For ease of reading, I will refer to E throughout. What happened... (4 pages)View decision -
Decision Reference DRN-4638380
18 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4638380 The complaint Mr G complains about how Lloyds Bank General Insurance Limited trading as Halifax (“Lloyds”) dealt with a claim he made on his home insurance policy following an escape of water at his home. Lloyds is the underwriter of this policy... (4 pages)View decision -
Decision Reference DRN7607973
16 Oct 2019 Creation Consumer Finance Ltd UpheldBanking and creditMrs K is unhappy with the response of Creation Consumer Finance Ltd (‘Creation’), following her claim against it under section 75 of the Consumer Credit Act (‘CCA’) 1974. background Mrs K took out a contract with a solar panel provider, I’ll refer to it as ‘B’, to supply and install solar ... (5 pages)View decision -
Decision Reference DRN9586796
16 Feb 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr R is unhappy with Royal & Sun Alliance Insurance Plc (RSA) because it’s declined his claim made on his home insurance policy after a leak was found in his bathroom.backgroundIn July 2017 Mr R was having his bathroom renovated and a leak was found. The water... (4 pages)View decision -
Decision Reference DRN9188861
17 Oct 2019 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr M and Miss S have complained about AXA Insurance UK Plc following a claim they made under their home insurance policy after the tank in their loft leaked causing water damage throughout their home.backgroundThe house (which includes an annex) was damaged by a leak in November 2016. AXA ... (18 pages)View decision -
Decision Reference DRN-2084990
13 Aug 2020 AXA Insurance UK Plc UpheldInsuranceDRN-2084990The complaintMr and Mrs M complain repair work undertaken by contractors, appointed by AXA Insurance UK Plc after they made a claim on their home insurance policy, is of an unacceptable standard. For ease of reference throughout this decision, I’ll refer to Mrs M only. What happ... (14 pages)View decision -
Decision Reference DRN-3441440
16 May 2022 U K Insurance Limited Not upheldInsuranceDRN-3441440 The complaint Mr R complains about U K Insurance Limited’s (UKI) handling of his claim for damage caused by an escape of water under his home insurance policy. What happened In October 2020 Mr R discovered damage to the floor of his summer house bathroom. A section of the floor... (5 pages)View decision -
Decision Reference DRN-4541676
16 Jan 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4541676 The complaint Mr P complains about the quality of goods he bought with a fixed sum loan from Secure Trust Bank Plc trading as V12 Retail Finance Limited (V12) and he’s unhappy with V12’s response to a claim he raised under section 75 of the Consumer Credit Act 1974 (CCA). What ... (4 pages)View decision -
Decision Reference DRN-3775742
12 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3775742 The complaint Mr B and Mr S complain about how U K Insurance Limited trading as Direct Line (UKI) dealt with a claim on their home insurance policy for damage to their property from a water leak. UKI use agents to administer the policy and to assess claims. Reference to UKI inc... (4 pages)View decision