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 DRN3991650
8 Aug 2016 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Ms C complains that Domestic & General Insurance Plc (“D&G”) mis-sold a home emergency policy to her.background Ms C took out a policy with D&G in 2004. The policy (known as a “Platinum” policy) provides breakdown cover for her boiler and central heating ... (2 pages)View decision -
Decision Reference DRN5414519
19 Nov 2018 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim under his home emergency section of his home insurance policy with Admiral Insurance Company Limited. Mr H says that the policy was mis-sold to him.backgroundOn 5 January 2018, Mr H purchased the ‘Platinum’ home insura... (3 pages)View decision -
Decision Reference DRN5860234
7 Jan 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Ms M complains about what Inter Partner Assistance SA (“IPA”) did when she told it about a problem with her boiler.backgroundMs M rang our service in July 2018 to say that she hadn’t had any hot water or heating since that morning. She said that she’d called her ... (4 pages)View decision -
Decision Reference DRN2403958
27 Jan 2015 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mrs D’s complaint related to three claims, in November 2012, April 2013 and December 2013.In November 2012, she reported that her boiler was not working and says that she was left without heating and hot water for several days waiting for the repair to be completed. In April 2013, Mrs... (3 pages)View decision -
Decision Reference DRN-5750128
12 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5750128 The complaint Miss H and Mr H have complained about their home emergency insurer Admiral Insurance (Gibraltar) Limited. They feel it gave them poor service when handling their claim for a boiler, causing costs as well as distress and inconvenience. Miss H has mainly dealt w... (4 pages)View decision -
Decision Reference DRN9844452
12 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about British Gas Insurance Limited’s (“British Gas”) handling of her claim made under a HomeCare care agreement.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my provisional decision of last month. T... (4 pages)View decision -
Decision Reference DRN-5145995
14 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5145995 The complaint Mr H has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home emergency policy. What happened Mr H contacted Accredited to deal with a leak from a pipe. Accredited sent a plumber, who visited the following day. ... (4 pages)View decision -
Decision Reference DRN2131772
26 Jul 2018 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr Z complains that Automobile Association Insurance Services Limited (AA) mis-sold him a policy. He’s also unhappy about how it handled his claim.AA arranged and handled the policy and is the correct business for the mis-sale and claim handling complaint to be about.... (4 pages)View decision -
Decision Reference DRN9420952
13 Oct 2016 National House-Building Council Not upheldInsurance (excluding PPI)Mr D complains about National House-Building Council’s (“NHBC”) handling of his building warranty claim for damage to his flat. background In or around September 2014 NHBC accepted Mr D’s claim under his building warranty for certain defects at his property. I understan... (5 pages)View decision -
Decision Reference DRN-2411310
10 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2411310 The complaint Mr F has complained about the service he received from British Gas Insurance Limited (BG) under his Homecare policy when his boiler broke down. I previously issued a provisional decision in relation to the complaint. I haven’t received any further information in r... (2 pages)View decision