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 DRN-4475937
24 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4475937 The complaint Mr and Mrs C are unhappy a claim made under their Park Home insurance policy has been declined by Society of Lloyd’s (SoL). Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr and Mrs C’s policy. What hap... (8 pages)View decision -
Decision Reference DRN6072961
28 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited.backgroundMs M had a HomeCare Two policy with British Gas. This provided cover for her boiler and central heating and included an annual service.Ms M was due to have her annual boiler ... (2 pages)View decision -
Decision Reference DRN-3765751
7 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3765751 The complaint Mr P complains about his home emergency insurance policy with British Gas. Any reference to British Gas includes the actions of any agents – such as engineers, acting on their behalf. What happened The background to this complaint is well known to both Mr P and Br... (2 pages)View decision -
Decision Reference DRN0354874
21 Aug 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Ms S’s complaint is about the service provided by U K Insurance Limited (“UKI”) in relation to her home emergency insurance policy.backgroundIn October 2017, Ms S’s boiler broke down so she made a claim under her policy with UKI. UKI’s contractors attended and said that some new parts were... (4 pages)View decision -
Decision Reference DRN7685616
28 Oct 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr L says that UK Insurance Limited (UKI) caused damage to his home when it carried out a repair to his boiler under his home emergency insurance policy.backgroundMr L had a home emergency insurance policy through his bank account. In April 2015 Mr L made a clai... (2 pages)View decision -
Decision Reference DRN1194957
17 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms D complains on behalf of her mother that British Gas Insurance Limited caused a second leak at her property, causing damage.backgroundIn November 2013, British Gas were contacted to report a leak at the property.British Gas arranged for an engineer to attend the... (3 pages)View decision -
Decision Reference DRN1682918
23 Sep 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms G is unhappy with the amount of compensation Aviva Insurance Limited has offered her following a claim on her home insurance policy.background In September 2015 Ms G made an escape of water claim on her home insurance policy. Pipes in her bathroom had been leakin... (5 pages)View decision -
Decision Reference DRN5236938
28 Nov 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr E has complained about Inter Partner Assistance SA. He isn’t happy about the way a claim under his home emergency insurance was dealt with. backgroundInter Partner repaired Mr E’s boiler in February 2016. Its engineer replaced a valve on the boiler. But Mr E’s tena... (2 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision -
Decision Reference DRN1216382
9 Nov 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr W complains about delays and poor service by Great Lakes Insurance SE when he made a claim for a faulty boiler under his home emergency insurance policy. My references to Great Lakes include its agents. backgroundOn Sunday 10 September Mr W contacted Great Lakes... (2 pages)View decision