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 DRN7944191
4 Oct 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from Inter Partner Assistance SA (“IPA”) under her water pipe insurance.background Mrs B’s complaint was previously in the name of the broker that managed the claim for IPA, but the insurer who underwrites her policy is ... (2 pages)View decision -
Decision Reference DRN2801000
29 May 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs W complains about British Gas Services Limited’s (BG) service under her home care insurance policy. My references to BG include its agents.backgroundMrs W’s boiler was serviced by BG in October 2016. She is on BG’s priority services register due to her personal c... (2 pages)View decision -
Decision Reference DRN9055383
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr K had British Gas insurance cover for his central heating boiler and system (but not for other plumbing and drainage such as his bath). His ce... (3 pages)View decision -
Decision Reference DRN8863644
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the handling of a claim made under his central heating insurance policy with British Gas Insurance Limited.backgroundMr J made a claim under his policy on 14 November 2017, as he had no heating. British Gas came out the next day and replaced ... (3 pages)View decision -
Decision Reference DRN0136395
2 Nov 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs S has complained about the handling of a claim under her home emergency insurance cover with Royal & Sun Alliance Insurance Plc (“RSA”). backgroundI issued a provisional decision on this matter in September 2018, part of which is copied below: “Mrs S reported a... (3 pages)View decision -
Decision Reference DRN-2493978
10 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2493978 The complaint Mr O complains that when servicing his boiler, British Gas Insurance Limited (BG) damaged it and it took eight weeks to repair it, during which time he was without heating and hot water. I’ve previously issued a provisional decision in this case. In response to it... (3 pages)View decision -
Decision Reference DRN-5361658
10 Apr 2025 UWI Limited Not upheldInsuranceDRN-5361658 The complaint Mr N complains about how UWI Limited handled a claim he made on his home emergency insurance policy. Reference to UWI includes its agents. What happened Mr N held a home emergency policy with UWI. In July 2024, when he was without heating or hot water, he made ... (3 pages)View decision -
Decision Reference DRN-3997921
21 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3997921 The complaint Mr C complains about delays and the standard of service he received from British Gas Insurance Limited (British Gas), under his home emergency policy, which resulted in significant water damage to his home. What happened Mr C says he contacted British Gas in April... (2 pages)View decision -
Decision Reference DRN5346331
19 Feb 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance plc (“RSA”) is responsible for poor service under his home emergency insurance policy.backgroundIn December 2016 Mr B arranged cover which included his central heating boiler and system. He agreed to pay an ann... (4 pages)View decision -
Decision Reference DRN1649983
5 Jan 2016 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr G’s complaint is that Amtrust Europe Limited hasn’t properly dealt with a claim made under his building warranty. backgroundI issued my provisional decision on 27 November 2015, a copy of which is attached and forms part of this final decision. In that decision, I ... (3 pages)View decision