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 DRN0197614
12 Oct 2018 Elite Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs E complain that Elite Insurance Company Limited (Elite) hasn’t handled a claimthey made on their home insurance well, and also won’t pay them the full value of theirclaim.backgroundI issued a provisional decision on this complaint in July. A copy is att... (7 pages)View decision -
Decision Reference DRN-4559779
17 Jan 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4559779 The complaint Ms Complains about Tesco Underwriting Limited’s (TUL) handling of a subsidence claim under a home insurance policy. What happened I issued two provisional decisions in December 2023. The parties are aware of the background to the complaint. It became apparent duri... (7 pages)View decision -
Decision Reference DRN4424746
20 Mar 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs D complain about the way Royal & Sun Alliance Insurance Plc (RSA) handled their home insurance claim for fire damage to their property. backgroundI issued a provisional decision for this complaint in January 2017, a copy of which appears at the end of t... (8 pages)View decision -
Decision Reference DRN0361101
7 Jun 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Ms B has complained about her home insurer Legal & General Insurance Limited (L&G). It repaired her home following subsidence damage but she was unhappy with the quality of the work and that some repairs remain outstanding.backgroundMs B’s home suffered subsi... (13 pages)View decision -
Decision Reference DRN8883926
5 Dec 2019 Elite Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint is about a claim they made on their home insurance policy. They are unhappy about what the insurer has done to repair their home and the service they have received. The policy is underwritten by Elite Insurance Company Limited, so it is responsible for any claim de... (16 pages)View decision -
Decision Reference DRN0179673
4 Mar 2021 Shawbrook Bank Limited Not upheldBanking and creditMrs P complains about a decision taken by Shawbrook Bank Limited (“SBL”) to decline a claim she made to it for compensation following what she says was the poor install of eight windows to her property. Mrs P is represented in this complaint by a third party. But for ease I will refer to a... (8 pages)View decision -
Decision Reference DRN9882817
23 Jun 2021 Fairmead Insurance Limited UpheldInsurance (excluding PPI)Mr P has complained about his property insurer Fairmead Insurance Limited in relation to a claim he made after his home was damaged by a fire which occurred nearby. Mr P has also complained about a loss assessing company he appointed to assist him with the claim – that complaint is being c... (7 pages)View decision -
Decision Reference DRN7521398
22 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to a claim made under Mrs T’s Home Care policy with British Gas Insurance Limited. Following the claim in early 2018 Mr and Mrs T were left with a hole in the bathroom wall, no water supply to the bath and were unable to use the shower.backgroundMr and Mrs T made a c... (7 pages)View decision -
Decision Reference DRN0379976
5 Aug 2019 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr T is unhappy that AXA Insurance UK Plc has not paid out on his claim for storm damage to his home and outbuildings that happened in early 2018.backgroundIn early 2017 Mr T’s home suffered storm damage and AXA accepted the claim and made a cash settlement. The damage included a timber sh... (8 pages)View decision -
Decision Reference DRN7291184
20 Sep 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr C is unhappy that Zurich Insurance PLC avoided his building insurance policy following a fire at two of his properties. He is also unhappy with the length of time Zurich took to reach this decision. background I set out the background to and my findings about this complaint in my pro... (8 pages)View decision