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 4027 results
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Decision Reference DRN-1421034
16 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1421034The complaintMr N complains about the service provided by British Gas Insurance Limited (British Gas) when he made a claim under his home emergency insurance policy. What happenedMr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his b... (3 pages)View decision -
Decision Reference DRN-4310723
14 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4310723 The complaint Mr B has complained that British Gas Insurance Limited (BG) failed to repair his boiler under an insurance policy he believed he had with it, and that a boiler service he had had three months previously was inadequate. He had to pay for a new boiler. What happened... (3 pages)View decision -
Decision Reference DRN-2984587
15 Sep 2021 Esure Services Limited Not upheldInsuranceDRN-2984587 The complaint Mr S complains Esure Services Limited (“Esure”) mis-sold him a home emergency policy. What happened The background of this complaint is well known to all parties so I’ve summarised events. Mr S took out an Esure home emergency policy in 2019. In September 2020 h... (2 pages)View decision -
Decision Reference DRN9635903
15 Aug 2016 SSE Home Services Limited UpheldInsurance (excluding PPI)Mr M is unhappy with the service provided by SSE Home Services Limited in relation to a heating insurance policy. background I issued a provisional decision on this matter in June 2016, part of which is copied below:“Mr M purchased a Shield Gas Heating Care agreeme... (7 pages)View decision -
Decision Reference DRN-4315364
27 Feb 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4315364 The complaint Mrs P complains about the service provided by Evolution Insurance Company Limited after she made a claim under her landlord home care insurance policy. Mrs P has been represented in this claim and complaint by Mr P. What happened In October 2022, Mrs P took out th... (3 pages)View decision -
Decision Reference DRN1749953
25 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim under his home emergency insurance policy with Acromas Insurance Company Limited.backgroundMr H made a claim under his policy on February 2018, as his boiler had stopped working. Acromas sent out a engineer who appare... (4 pages)View decision -
Decision Reference DRN7825349
16 Mar 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B complaint arises from the service provided by Royal & Sun Alliance Insurance plc (“RSA”) in connection with a home emergency insurance policy.RSA uses agents to administer the policy on its behalf and also to deal with claims and complaints. Any reference to RSA in this decision ... (4 pages)View decision -
Decision Reference DRN-5715929
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5715929 The complaint A company, which I will refer to as “E” complains about Society of Lloyd’s (“SoL”) handling of their building warranty claim. Mr R has brought the complaint on behalf of E. But for ease, I will refer to E only below. All references to “SoL” also include its app... (4 pages)View decision -
Decision Reference DRN9895701
28 Jan 2014 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr B complains that Automobile Association Insurance Services Limited (“AA”) mis-sold him a ‘Central Heating Breakdown Cover’ insurance policy. In order to resolve his complaint, Mr B wants AA to reimburse him for the cost of a new boiler, and to refund him the policy premiums paid. ... (3 pages)View decision -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision