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
-
Decision Reference DRN-3599924
18 Jul 2022 Society of Lloyd's UpheldInsuranceDRN-3599924 The complaint Mr C is unhappy with the way in which Society of Lloyds (SOL) has handled a claim he made under his caravan insurance policy. What happened Mr C has explained that on 8 June 2019 he and his family were staying at his caravan and went out for a little while. When t... (10 pages)View decision -
Decision Reference DRN-4301046
15 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4301046 The complaint Mr and Mrs D have complained about Aviva Insurance Limited’s (Aviva’s) handling and settlement of a claim they made under their commercial property insurance (landlord’s) policy for damage caused to their let property by an escape of water. What happened The detai... (10 pages)View decision -
Decision Reference DRN4614432
27 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs H has complained about AXA Insurance UK Plc’s handling of her claim made under her home insurance policy following a flood at her property in November 2009.backgroundWithin her initial submissions made to this office, Mrs H raised the following concerns:-Mrs H suffers from an illn... (9 pages)View decision -
Decision Reference DRN2368336
24 May 2019 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr B is unhappy with Liverpool Victoria Insurance Company Limited (LV) in connection with a claim he made to it on his home insurance following a water leak.backgroundIn the middle of February 2017, there was a leak from the sink in the en-suite bathroom in Mr B’s... (8 pages)View decision -
Decision Reference DRN0504842
10 May 2019 Elite Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T has complained about his home insurer, Elite Insurance Company Limited (has ceased writing new business but continues to fulfil existing contracts of insurance). He thinks it’s handled his claim, made following a flood, poorly.backgroundMr T’s home was damaged ... (10 pages)View decision -
Decision Reference DRN-3990997
23 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3990997 The complaint Mr and Mrs W have complained about their home insurer Lloyds Bank General Insurance Limited in respect of a claim they made when an oil leak contaminated their home. What happened There was a leak in 2018 and a claim was made in November. By March 2019 Mr and Mrs ... (13 pages)View decision -
Decision Reference DRN7867279
30 Mar 2021 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Ms B complained about how Liverpool Victoria Insurance Company Limited (“LV”) dealt with her home emergency call out following an escape of water and her subsequent insurance claim for the damage caused to her home and its contents. background Ms B took out a buildings and contents home in... (25 pages)View decision