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
-
Decision Reference DRN-1464319
17 Apr 2020 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-1464319 The complaintMr N is unhappy with his insurers National Farmers Union Mutual Insurance Society Limited (NFUM), who declined his claim under his home contents insurance for a boiler breakdown. What happenedIn September 2019, Mr N contacted NFUM following his boiler breaking down... (2 pages)View decision -
Decision Reference DRN8324306
11 Aug 2017 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain that Homeserve Membership Limited (“Homeserve”) mis-sold them a home emergency insurance policy which wasn’t suitable for their central heating system as itdidn’t cover the unvented hot water cylinder (and its controls) included in their system.b... (4 pages)View decision -
Decision Reference DRN7503342
20 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint arises from a central heating insurance policy provided by British GasInsurance Limited. Mr U is bringing the complaint on behalf of the estate of his late father,Mr K, in whose name the policy was provided.backgroundI issued a provisional decision on this matter in June 202... (6 pages)View decision -
Decision Reference DRN3655449
21 Sep 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with Aviva Insurance Limited’s handling of his claim for a damaged boiler under his home insurance policy.backgroundMr M made a claim for his damaged boiler. Things went wrong and Mr M ended up with two complaints with this service - one was with a diff... (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 DRN5149954
29 Sep 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Ms T complains about the service she’s received from British Gas Services Limited.backgroundMs T had a homecare policy with British Gas which covered her central heating, plumbing, drainage and electrics. In October 2016, she reported a leak and British Gas arranged ... (2 pages)View decision -
Decision Reference DRN2204948
19 May 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains about the work done by British Gas Insurance Limited under her HomeCare insurance.backgroundMs M has a HomeCare policy which includes repair and maintenance cover for her central heating system.In April 2012 British Gas advised that Ms M’s central heating... (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-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-1543947
11 May 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1543947The complaintMr M complains that Royal and Sun Alliance Plc (“RSA”) mishandled his home emergency insurance claim. RSA appoint intermediaries to manage their home emergency claims, so any reference to the insurer within this decision should be read as including the acts and omis... (3 pages)View decision