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
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Decision Reference DRN-4040714
24 Mar 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4040714 The complaint Mr H has complained that Domestic & General Insurance Plc (D&G) unfairly dealt with a claim under his home emergency policy. What happened Mr H contacted D&G to repair his boiler. D&G sent an engineer, who checked the system. He found a blockage wi... (3 pages)View decision -
Decision Reference DRN-4242631
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4242631 The complaint Mr and Ms M complain that British Gas Insurance Limited repeatedly failed to accurately diagnosis a problem with their boiler under their HomeCare policy. What happened Mr and Ms M hold a HomeCare policy with British Gas for their rental property. In June 2022, ... (3 pages)View decision -
Decision Reference DRN-4546920
9 Jan 2024 Wakam UpheldInsuranceDRN-4546920 The complaint Mr C is unhappy with the service provided by Wakam following a claim for damage to his boiler. What happened I set out the background to Mr C’s complaint in the provisional decision I issued on 18 December 2023, but I’ll set it out again below. Mr C held a home in... (4 pages)View decision -
Decision Reference DRN1319059
12 Nov 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mrs N complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros S.A. gave her poor service under a home emergency policy.backgroundMapfre’s engineers looked at Mrs N’s boiler in December 2012 and March 2013. She complained about the service she received. In its fi... (2 pages)View decision -
Decision Reference DRN5273934
7 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about the actions of British Gas Insurance Limited. background Mr and Mrs T were customers of British Gas for many years and held a Homecare agreement, providing cover for their boiler and central heating system, amongst other things. In 2011, a complaint was rai... (4 pages)View decision -
Decision Reference DRN8909126
30 Oct 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain that Homeserve Membership Limited cancelled their central heating boiler insurance.backgroundMr and Mrs T used to have cover from the boiler manufacturer – until Homeserve provided cover. Mr and Mrs T complained that – some years later – Homeserve ... (2 pages)View decision -
Decision Reference DRN-3880257
24 Jan 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3880257 The complaint Mr P complains that Creation Financial Services Limited (“Creation”) were wrong not to process a claim he made to them under the chargeback scheme and under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision o... (5 pages)View decision -
Decision Reference DRN-3686039
29 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3686039 The complaint Mrs H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service provided following the claim she made on her boiler emergency cover insurance policy. What happened On 3 November 2021, Mrs H contacted AIL to make a claim on her insurance policy ... (3 pages)View decision -
Decision Reference DRN7341625
18 Jul 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr H complains that Great Lakes Reinsurance (UK) SE gave poor service under his home emergency insurance.backgroundMr H had home emergency insurance in the name of an insurance intermediary. Great Lakes was the insurer responsible for dealing with claims. Where I refe... (2 pages)View decision -
Decision Reference DRN-5133664
14 Nov 2024 British Gas Services Limited UpheldInsuranceDRN-5133664 The complaint Mr S complains about the service he received from British Gas Services Limited (“BGS”). What happened In February 2023, BGS sent an engineer to Mr S’s home to fix a leaking radiator valve. The heating system comprised a header tank in the loft and Mr S says the... (7 pages)View decision