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 4080 results
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Decision Reference DRN7165910
19 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) failed to investigate and stop a leak from his central heating boiler which he reported to BGI under his home emergency insurance policy. The leak later worsened and caused damage to his home.backgroundIn August 2018 Mr G contacted ... (3 pages)View decision -
Decision Reference DRN9700061
23 Nov 2020 Nationwide Building Society Not upheldBanking and creditComplaint Mr C and Miss C complain that Nationwide Building Society has refused to refund a payment they made from their account. Background Mr C and Miss C arranged for a new boiler to be fitted at a property they rent out. After the work was completed, Mr C made a payment over the phone ... (3 pages)View decision -
Decision Reference DRN-1820182
7 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1820182The complaintMr P complains about his insurers Aviva Insurance Limited (Aviva), who wanted to charge him an excess policy fee under his home emergency policy. He thought that there should be no excess charge for a new call out as he believed it was a follow up repair. What happe... (3 pages)View decision -
Decision Reference DRN5636191
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint arises from a central heating insurance policy withBritish Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2020, part of which is copied below: “Mr and Mrs D have held a policy with British Gas for some years. In October 2018, ... (6 pages)View decision -
Decision Reference DRN3585184
24 Dec 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss C complains about the advice provided to her by British Gas Insurance Limited following a gas leak at her property.backgroundMiss C reported a smell of gas on 2 January 2013, her gas supplier attended and concluded that there was a leak on internal pipework in her home. It switch... (3 pages)View decision -
Decision Reference DRN7377156
21 Feb 2019 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr S is unhappy that during the initial inspection to validate his boiler cover, the engineer that visited broke the filling loop causing it to leak. The part isn’t covered under the policy and Mr S is unhappy that Great Lakes Insurance SE (Great Lakes) won’t replac... (3 pages)View decision -
Decision Reference DRN9112743
17 Sep 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms M complains about the delays in Inter Partner Assistance SA (IPA) repairing her boiler and that as a consequence her live-in tenant filed a court action.backgroundMs M contacted IPA on 29 October 2013 as her boiler had broken down. An engineer attended on 30 October ... (2 pages)View decision -
Decision Reference DRN-5260172
7 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5260172 The complaint Mr S and Mrs S complain about Liverpool Victoria Insurance Company Limited’s decision to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary he... (7 pages)View decision -
Decision Reference DRN-4347140
10 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4347140 The complaint Mr and Mrs B complain about how Admiral Insurance (Gibraltar) Limited handled a claim made under the terms of a boiler emergency policy. Admiral Insurance (Gibraltar) Limited, as the underwriter of the insurance contract, is responsible for this complaint. Referen... (5 pages)View decision -
Decision Reference DRN-1281934
18 Feb 2020 Great Lakes Insurance SE Not upheldInsuranceDRN-1281934The complaintMr A complains about the way Great Lakes Insurance SE have handled his claim under his Home Emergency policy. What happenedIn May 2019 Mr A reported to Great Lakes that his boiler wouldn’t turn off. Great Lakes sent an approved contractor out the next day, who inspe... (2 pages)View decision