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-4558070
1 Feb 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4558070 The complaint Mrs A complains that Homeserve Membership Limited (Homeserve) cancelled her home emergency policy in error. What happened Mrs A took out a landlord heating, plumbing and electrics policy with Homeserve on 26 July 2021. The policy was cancelled on Homeserve’s syste... (3 pages)View decision -
Decision Reference DRN2092637
7 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms H complains that Inter Partner Assistance S.A. gave her poor service under a home emergency insurance policy.backgroundMs H’s family includes a child with disability. She made a previous complaint and – after she brought it to us - IPA paid her £100. She makes ... (2 pages)View decision -
Decision Reference DRN1839669
16 Jun 2015 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mrs H complains that Homeserve Membership Limited mis-sold a range of insurance polices to her and she wants a refund of all premiums she has paid.Mrs H is being represented by her son, Mr L. All references to Mr L include Mrs H. backgroundMrs H bought four insurance... (4 pages)View decision -
Decision Reference DRN7147486
16 Oct 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs C complains that Inter Partner Assistance SA failed to provide cover for a claim she made on her home emergency policy. backgroundIn December 2013, Mrs C’s boiler failed and she had work carried out by a third party. This work was completed on 15 January 2014. ... (2 pages)View decision -
Decision Reference DRN6479899
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A complains about poor performance by British Gas Services Limited (“BGS”) over a number of years in the service it provided under his home emergency insurance policy.backgroundMr A had a gas fire, boiler and central heating system installed in 2001. Ever since th... (3 pages)View decision -
Decision Reference DRN-3446415
12 May 2022 AXIS Specialty Europe SE Not upheldInsuranceDRN-3446415 The complaint L complains AXIS Specialty Europe SE unfairly declined their Commercial Property Insurance claim. All references to AXIS also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN6874354
8 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr N and Mr D complain about U K Insurance Limited (UKI) and the settlement if gave after a property insurance claim.backgroundMr N and Mr D are involved in property investment, management and maintenance. They leased a property to a tenant but in 2016 it suffered wate... (3 pages)View decision -
Decision Reference DRN4977754
6 Oct 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr M complains that Inter Partner Assistance S.A. mishandled his claim on his home emergency insurance.backgroundMr M had a current account with a bank. It included a number of benefits for a monthly fee of £15 (or £10 if he met certain conditions). One of the bene... (3 pages)View decision -
Decision Reference DRN-4798953
20 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4798953 The complaint Mr and Mrs P has complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they made on their home emergency insurance policy. Reference to RSA includes its agents and representatives. What happened The circumstances of this compl... (2 pages)View decision -
Decision Reference DRN1981706
10 May 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr D is unhappy with the service provided by Inter Partner Assistance SA (“IPA”) under his home emergency insurance policy. backgroundOn 23 September 2016, Mr D made a claim under his policy when his boiler broke down. He had no heating or hot water and considers t... (3 pages)View decision