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 4034 results
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Decision Reference DRN8642132
28 Nov 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr C is unhappy with the amount of compensation offered by Inter Partner Assistance SA (IPA) following a claim he made under his home emergency insurance policy.backgroundMr C had a home emergency policy with IPA designed to cover domestic emergencies. He contacted IPA ... (4 pages)View decision -
Decision Reference DRN4881335
18 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint relates to British Gas Insurance Limited’s decision not to replace her boiler and gas fire, after she believes its engineer damaged both appliances during visits to her property. Ms J is also unhappy with the service provided by British Gas generally and the behaviour of... (5 pages)View decision -
Decision Reference DRN4462060
11 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M, on behalf of A – a limited company – is complaining that British Gas Insurance Limited mis-sold a Homecare policy to cover one of A’s boilers.backgroundA’s boiler broke down so British Gas was asked to repair it under A’s Homecare policy. But the part required ... (2 pages)View decision -
Decision Reference DRN-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision -
Decision Reference DRN-3589962
23 Nov 2022 247 Staywarm Limited Not upheldInsuranceDRN-3589962 The complaint Ms R complained that 247 Staywarm Limited (247 Staywarm) unfairly voided her boiler warranty and staywarm plan, resulting in her claim being declined under her home emergency / rescue service agreement. What happened After having her boiler fitted, Ms R made a cla... (3 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 -
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 DRN7278423
22 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L believes that British Gas Insurance Limited is responsible for damage to her boiler.backgroundMs L held a home emergency insurance policy with British Gas, which provided cover for a property occupied by tenants, from 2005. British Gas inspected the boiler before confirming the cove... (3 pages)View decision -
Decision Reference DRN-5251241
11 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5251241 The complaint Mr D complains about the way Mitsubishi HC Capital UK PLC trading as Novuna (‘Novuna’), handled his claim for a refund. What happened In January 2024, Mr D took out a fixed term loan agreement with Novuna of just over £4,000 to fund the cost of the supply and i... (2 pages)View decision -
Decision Reference DRN-3481425
25 May 2022 AWP P&C SA UpheldInsuranceDRN-3481425 The complaint Mr E complains that AWP P&C SA (AWP) unfairly declined his claim under his Home Emergency policy. What happened Mr E had a home emergency policy with AWP. The policy provided cover for a number of home emergencies, including problems with the “primary heating ... (4 pages)View decision