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 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 DRN6932812
29 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about poor service by British Gas Insurance Limited (“BGI”) under his home emergency insurance policy.backgroundMr D has had a home emergency policy with BGI for over 20 years. As well as emergency cover, the policy includes an annual service of his gas ... (3 pages)View decision -
Decision Reference DRN8948322
10 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H say British Gas Insurance Limited didn’t complete an annual service of their boiler, which they paid for as part of their HomeCare cover.background Mr and Mrs H (the policyholders) are frustrated by the service they received from British Gas. Their HomeCa... (2 pages)View decision -
Decision Reference DRN2791550
17 Jan 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S has complained, through his daughter Mrs M, about the way Inter Partner Assistance SA (IPA) dealt with a claim he made on his home emergency insurance policy. All references to IPA include its agents. backgroundMrs M made a claim to IPA on Mr S’s behalf because... (3 pages)View decision -
Decision Reference DRN-6005915
15 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6005915 The complaint Mrs G has complained about the way British Gas Insurance Limited handled a claim under a HomeCare policy. Mrs G is represented in this complaint by her daughter, Mrs F. What happened Mrs G and the late Mr G made a claim under a HomeCare policy on 22 October ... (3 pages)View decision -
Decision Reference DRN-2117141
25 Aug 2020 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-2117141The complaintMr G is unhappy with Lloyds Bank General Insurance Limited (Lloyds) who didn’t offer alternative accommodation with his home insurance claim. Reference to Lloyds also includes its agents where applicable.What happenedIn October 2017, Mr G had a leak at his home. Whi... (3 pages)View decision -
Decision Reference DRN-4537597
4 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4537597 The complaint A has complained about the service provided by British Gas Insurance Limited (BG) in relation to two rental properties he had insured with BG. What happened On 31 January 2023, A took out HomeCare Central Heating Cover with BG to cover a number of properties. His ... (4 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 DRN0699991
23 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs B complained to British Gas about various aspects of the service she’d received.British Gas offered Mrs B £30 as a gesture of goodw... (2 pages)View decision -
Decision Reference DRN2341688
28 Jul 2015 Catlin Insurance Company (UK) Ltd Not upheldInsurance (excluding PPI)Mr and Mrs R complain about Catlin Insurance Company (UK) Ltd’s decision to refuse a storm claim made under their home insurance policy. our initial conclusionsOur adjudicator didn’t recommend the complaint be upheld. She thought the available evidence supported that the damage t... (2 pages)View decision