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 4078 results
-
Decision Reference DRN8073530
16 Apr 2015 Clydesdale Financial Services Limited UpheldBanking and creditMr N has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, has continued to chase him for repayment of a fixed-sum loan when he believes it was cancelled within the initial 14-day period.background Mr N bought a new boiler in Ja... (3 pages)View decision -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision -
Decision Reference DRN9994324
16 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and I include engineers and others for whose actions I hold that comp... (4 pages)View decision -
Decision Reference DRN8598663
20 Aug 2019 INSURE GROUP LIMITED Not upheldInsurance (excluding PPI)Miss H complains that Insure Group Limited should refund payments of premium under a home emergency insurance policy.backgroundMiss H took out a policy in June 2016. It included repairs of her central heating boiler and an annual service. She agreed to pay a yearly premium of £198.00 by mo... (4 pages)View decision -
Decision Reference DRN-3034088
7 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3034088 The complaint Mr J complains about the poor service provided by British Gas Insurance Limited when he made a claim under his home emergency insurance policy. Mr J is represented in this complaint by his partner but, for ease, I’ll refer to Mr J throughout. What happened Mr J h... (3 pages)View decision -
Decision Reference DRN-2675158
31 Mar 2021 Astrenska Insurance Limited UpheldInsuranceDRN-2675158 The complaint Ms F has complained about how Astrenska Insurance Limited’s agents dealt with her home emergency insurance claim. I’ve referred to Astrenska throughout this decision for the sake of ease when referring to their agents. We had originally set this complaint up again... (4 pages)View decision -
Decision Reference DRN-4054026
30 Mar 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4054026 The complaint Mr P complains on behalf of Mrs P that DAS Legal Expenses Insurance Company Limited delayed in repairing their boiler, under her home emergency cover, and failed to deal adequately with the claim. The matter was mostly dealt with by a claim handling company though... (5 pages)View decision -
Decision Reference DRN8673139
5 Sep 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs P complain that Inter Partner Assistance S.A. gave poor service under their home emergency insurance.backgroundMr and Mrs P called their insurer for help with their central heating boiler. They complained about the response.Our investigator recommended that ... (2 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision