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 DRN6466798
15 May 2020 Astrenska Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is about the refusal of a claim under his home emergency insurance policy. The parties will see that I’ve changed the ‘respondent’ from Collinson Insurance Services Limited to Astrenska Insurance Limited. This is because we have no jurisdiction over Collinson Insurance Ser... (2 pages)View decision -
Decision Reference DRN1731720
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs F have complained about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy.backgroundMr and Mrs F contacted British Gas on 28 February 2018 as their boiler wasn’t working. The first available appointment ... (3 pages)View decision -
Decision Reference DRN-2197197
22 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2197197The complaintMr F complains that NewDay Ltd didn't process a payment he needed to make to buy a new boiler. This caused him significant inconvenience and the loss of reward points on his credit card account. What happenedMr F has explained that he needed to buy a new boiler... (3 pages)View decision -
Decision Reference DRN-3984884
10 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3984884 The complaint Mr A complains that British Gas Insurance Limited failed to repair his boiler within a reasonable time and they missed or cancelled a number of appointments. What happened Mr A has a HomeCare policy with British Gas which provides cover for repairs i... (3 pages)View decision -
Decision Reference DRN-4146215
27 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4146215 The complaint Mr J complains about delays and poor service from British Gas Services Limited (British Gas) in relation to his Homecare agreement. Any reference to British Gas includes its respective agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision -
Decision Reference DRN-2092729
11 Nov 2020 C.G.H.W. Ltd Not upheldInsuranceDRN-2092729 The complaint Ms O is unhappy with some of the repairs carried out by a contractor appointed for her by CGHW Ltd, a firm of loss assessors, who dealt with her home insurance claim for fire damage to her home. What happened In December 2017 Ms O had a house fire. She was approa... (3 pages)View decision -
Decision Reference DRN7590507
21 Nov 2019 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs P have complained about the way National House-Building Council (NHBC) has handled their claim under their new home building warranty after they suffered problems with their plumbing.backgroundIn 2013, Mr and Mrs P bought a new house. It came with a ten year building warranty un... (5 pages)View decision -
Decision Reference DRN5499885
2 May 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C complains about the way Acromas Insurance Company Limited (“Acromas”) responded to a request for assistance he made under his home emergency policy when his central heating system developed a fault.backgroundMr C had an annual home emergency policy with Acromas w... (3 pages)View decision -
Decision Reference DRN5587888
14 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited failed to install a magnabooster and carry out a powerflush when installing their boiler and this has caused sludge in their central heating system.backgroundMr and Mrs L had a new boiler installed by British Gas ... (2 pages)View decision -
Decision Reference DRN-2264878
6 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2264878 The complaint Mrs B is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened BG invited Mrs B to book an annual service of her boiler. The first available date offered was in March 2020. In January 2020 Mrs... (3 pages)View decision