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 DRN2829448
9 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about a claim made under his home emergency insurance policy with British Gas insurance Limited (British Gas). He is unhappy with the difficulty in arranging an appointment as well as advice given to him when he had his boiler installed. backgroundMr C trie... (2 pages)View decision -
Decision Reference DRN6855183
2 Jan 2018 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Mr R complains about the service he received from Ambant Underwriting Services Limited under his home emergency insurance policy.backgroundMr R complained to Ambant about this matter. And, being unhappy with its response, he complained to this service.Our adjudicator th... (2 pages)View decision -
Decision Reference DRN-3829851
9 Jan 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-3829851 The complaint Miss H complains about Alwyn Insurance Company Limited (Alwyn) who failed to send her, her policy documents and later declined a claim under her home insurance policy. What happened Miss H held a commercial home insurance policy with Alwyn, which included cover fo... (2 pages)View decision -
Decision Reference DRN-1963952
11 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1963952The complaintMr J complains that British Gas Services Limited failed to service his boiler within the timescales agreed in his insurance contract. What happenedMr J had a Homecare agreement with British Gas which he renewed annually. As part of this policy British Gas agreed to ... (2 pages)View decision -
Decision Reference DRN7550781
6 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank plc will not refund £2,000 he paid, using his Lloyds Bank credit card, for plumbing materials, which he says he did not receive. He brings his complaint under section 75 of the Consumer Credit Act 1975.backgroundIn July 2013, Mr H engaged a plumber to do ... (2 pages)View decision -
Decision Reference DRN4697416
31 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Services Limited mis-sold a home emergency policy to her. backgroundMrs J had home emergency cover for two boilers in her home. She was unhappy with the service provided when she claimed on her policy and one of the boilers was de... (2 pages)View decision -
Decision Reference DRN-5641811
26 Jun 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5641811 The complaint Mrs W complains AA Underwriting Insurance Company Limited (“AA”) has: - Caused an escape of water in her property due to substandard repairs to her bathroom during a previous claim on her property insurance policy. - Failed to appropriately settle her current ... (7 pages)View decision -
Decision Reference DRN-3589388
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3589388 The complaint Mrs C complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Mrs C is represented by Mr C. Where I refer to British Gas, I refer to the above-named insurance company and I include employee... (4 pages)View decision -
Decision Reference DRN-5217086
9 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5217086 The complaint Mr C has complained about advice he was given by Inter Partner Assistance SA (IPA) when he made a claim under his home emergency policy. What happened Mr C contacted IPA to send an engineer to deal with intermittent hot water. The engineer said a powerflush wa... (2 pages)View decision -
Decision Reference DRN5597394
11 May 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMrs R complains that Hitachi Capital (UK) Plc will not meet her claim in respect of services which she paid for using a connected credit agreement.backgroundMrs R took out a ‘point of sale’ loan from Hitachi to pay for the supply and installation of replacement bathroom... (4 pages)View decision