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-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-5173294
12 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5173294 The complaint Mr M and Mrs K – representing the estate of Mrs M – complain about Royal & Sun Alliance Insurance Plc’s (‘RSA’) decision to decline a claim on Mrs M’s home insurance policy. For clarity and ease, I’ll refer only to Mr M throughout this decision rather than... (3 pages)View decision -
Decision Reference DRN-3238583
7 Feb 2022 Zurich Insurance PLC Not upheldInsuranceDRN-3238583 The complaint Ms F is unhappy with the service received from Zurich Insurance PLC (Zurich) following a claim made under her property insurance policy. What happened Ms F is a leaseholder of a flat within a housing development. She pays towards an insurance policy with Zurich as... (5 pages)View decision -
Decision Reference DRN7590018
23 Jan 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance S.A. mishandled a claim on his home emergency policy.backgroundMr B had home emergency cover underwritten by IPA. His boiler broke down and he complained about how long IPA took to get it fixed.The adjudicator recommended that the complaint ... (2 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 -
Decision Reference DRN-4053412
27 Apr 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4053412 The complaint Mrs P complained that her claim was unfairly declined under her boiler insurance policy with Domestic & General Insurance Plc (“D&G”). Mrs P had representation during the complaint, but for ease and simplicity, I’ll only refer to Mrs P. What happened Mrs P... (2 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-3262229
3 Feb 2022 Free Green Energy Solutions Limited Not upheldConsumer CreditDRN-3262229 The complaint Mr G complains that he was not given a £500 discount on a boiler sold by Free Green Energy Solutions Limited (FGES) and financed with a loan which it arranged. What happened In January 2020 Mr G agreed to buy a boiler system from FGES. An invoice dated 22 January ... (2 pages)View decision -
Decision Reference DRN4274507
27 Nov 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr W complains about the service he received from Inter Partner Assistance SA (“IPA”) during two claims made under his home emergency insurance policy. background Mr W made the first claim in November 2012, as he had no heating and hot water. Due to delays in IPA sourcing the relevan... (2 pages)View decision -
Decision Reference DRN1623607
11 Oct 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about the way Inter Partner Assistance SA (IPA) dealt with two claims he made under his home emergency insurance.backgroundMr B has home emergency cover as part of his packaged bank account. He made a claim in January 2017 because the sink was blocke... (2 pages)View decision