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 DRN0960326
15 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs B’s complaint is about several claims they have made on their HomeCare British Gas Services Limited policy.All references to British Gas include its claims handlers.backgroundMr and Mrs B made several claims on their HomeCare policy. British Gas arranged ... (3 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-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-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 DRN6705545
18 Sep 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that Ageas Insurance Limited gave her poor service under a home assistance insurance policy.backgroundMrs K had insurance underwritten by Ageas on a property which she let to tenants. She called for help with the central heating boiler. She complained ... (2 pages)View decision -
Decision Reference DRN-4870240
24 Jun 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4870240 The complaint Mr P has complained about Accredited Insurance (Europe) Ltd’s decline of a claim under the home emergency section of his home insurance policy. What happened On 23 October 2023, Mr P contacted Accredited, as he was not getting any hot water. A contractor attended... (4 pages)View decision -
Decision Reference DRN8675650
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the service provided under a boiler insurance policy with British Gas Insurance Limited.background Mr H took out the policy with British Gas in April 2018. As part of the cover British Gas carries out a first visit and inspection of the boiler. It did this on 17 A... (3 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 DRN2556020
11 Jun 2018 PCJ Limited Not upheldInsurance (excluding PPI)Mrs T has complained through her representative that PCJ Limited mis-sold her a home emergency policy and didn’t later allow her to cancel it. Mrs T also says that PCJ Limited unfairly set up a Continuous Payment Authority (“CPA”) for her to pay the monthly premiums for ... (3 pages)View decision -
Decision Reference DRN-3072055
14 Feb 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3072055 The complaint Mr P is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled his home insurance claim. My references to RSA include their agents. What happened Mr P holds home emergency cover with RSA. On 1 February 2021, he made a claim on his policy as ... (3 pages)View decision