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 DRN1682918
23 Sep 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms G is unhappy with the amount of compensation Aviva Insurance Limited has offered her following a claim on her home insurance policy.background In September 2015 Ms G made an escape of water claim on her home insurance policy. Pipes in her bathroom had been leakin... (5 pages)View decision -
Decision Reference DRN1953923
3 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the service given by British Gas Insurance Limited (British Gas) when they made a claim under their HomeCare policy. They’re also unhappy with the time taken to reply to their complaint and that they haven’t had a full reply to this.... (3 pages)View decision -
Decision Reference DRN8962549
11 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service after he took out a home care policy.backgroundMr S had a house and a central heating system which were about four years old. After his boiler broke down, he called British Gas for help under h... (2 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision -
Decision Reference DRN1216382
9 Nov 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr W complains about delays and poor service by Great Lakes Insurance SE when he made a claim for a faulty boiler under his home emergency insurance policy. My references to Great Lakes include its agents. backgroundOn Sunday 10 September Mr W contacted Great Lakes... (2 pages)View decision -
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 DRN4888774
24 Jun 2016 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr J has complained about the delay by Zurich Insurance PLC in progressing a claim under a home insurance policy following previous final decisions by this service.background Mr J made a claim to Zurich in early 2011 following an escape of water at his home, which he... (2 pages)View decision -
Decision Reference DRN7626749
29 Jan 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J complains about the length of time it took Acromas Insurance Company Limited (“Acromas”) to repair her central heating boiler when she made a claim under her home emergency insurance policy.backgroundMiss J had home emergency cover with Acromas through her bank ... (2 pages)View decision -
Decision Reference DRN-4207421
27 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4207421 The complaint Mrs W complains about British Gas Insurance Limited’s (BG) level of service, following a claim on her home emergency policy. What happened Mrs W contacted BG as her boiler had broken down. She obtained an appointment online, and was given the earliest available da... (4 pages)View decision