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-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 -
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 DRN-5128028
3 Dec 2024 British Gas Insurance Limited UpheldInsuranceDRN-5128028 The complaint Mr M complains about the service he received from British Gas Insurance Limited during an annual boiler service visit. What happened Mr M held a residential HomeCare policy with British Gas Insurance Limited – hereafter referred to as BGI. On 23 August 2023, ... (4 pages)View decision -
Decision Reference DRN5852816
21 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Misses W have held cover through British Gas Services Limited for a number of years.They are unhappy with a number of matters that arose around the time their policy was renewed in 2014. backgroundMisses W’s policy was due for renewal on 1 November 2014. They di... (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 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 -
Decision Reference DRN-3958276
10 Mar 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3958276 The complaint Ms A complains about the decision to decline her home insurance claim by her insurer Royal & Sun Alliance Insurance Limited (RSA). What happened In December 2021 Ms A claimed to RSA as her boiler was malfunctioning and RSA sent out engineers. Unfortunately the... (3 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 pages)View decision -
Decision Reference DRN5154646
8 Jul 2019 Lloyds Bank General Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain about the level of service received from Lloyds Bank General Insurance Limited when making a claim under their home insurance policy. backgroundIn February 2018, Mr N contacted Lloyds to report that damage was being caused by a leaking boiler at their property. He rep... (3 pages)View decision -
Decision Reference DRN8776388
13 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about how Aviva Insurance Limited dealt with a claim under his home emergency insurance policy. All references to Aviva Insurance Limited include the administrators it has appointed to handle claims. backgroundMr B contacted Aviva in March 2017 to report a... (3 pages)View decision