Not upheld: Other regulated complaint complaint against UK Insurance Limited (UKI)
Financial Ombudsman decision DRN-6103440 of 2026-06-23T00:00:00+00:00. Other regulated complaint complaint against UK Insurance Limited (UKI). Outcome: Not upheld.
Decision detail
| Reference | DRN-6103440 |
|---|---|
| Decision date | 2026-06-23T00:00:00+00:00 |
| Firm | UK Insurance Limited (UKI) |
| Product | Home insurance |
| Claim type | Other regulated complaint |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld and no compensation or further action was required from UKI. |
Summary
Miss C complained about a premium increase on her home insurance policy following two water leak claims. Although UKI indicated it would attempt to recover costs from a third party, the claims were initially recorded on her policy, resulting in a higher renewal premium. UKI subsequently reinstated her no claims discount and recalculated the premium to £810.97. The ombudsman found that UKI was entitled to consider the unrecovered claim in its premium calculation and had fairly responded to Miss C's concerns, therefore not upholding the complaint.
The Ombudsman's reasoning
The ombudsman found that insurers are entitled to decide what risks and factors to consider when calculating premiums. UKI was entitled to take the unrecovered claim into account when calculating the 2025 renewal premium. The ombudsman was satisfied that UKI applied the full no claims discount and used correct information about cost recovery status. UKI's response to Miss C's concerns, including reviewing the no claims discount and recalculating the premium, was appropriate.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| UK Insurance Limited (UKI), all decisions | 11 | 9% |
| Other regulated complaint, all decisions | 18,717 | 18% |
| Home insurance, all decisions | 20,959 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website