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 DRN2506265
9 Jan 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr V complained because Royal & Sun Alliance Insurance Plc (“RSA”) declined his claim for water damage to his property. He was also unhappy with the way his claim had been handled eg no reply to letters, no assessor being sent to inspect the damage.background Mr V lodged a claim ... (4 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 DRN-2783219
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2783219 The complaint Mr V complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policies. What happened We categorise his British Gas Homecare policies as home emergency policies. That is notwithstanding that ther... (3 pages)View decision -
Decision Reference DRN9603573
21 Jun 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about what happened when they asked U K Insurance Limited (“UKI”) to repair a leak under their home emergency policy.background Mr and Mrs T have a home emergency policy provided by UKI, that they receive as part of a packaged bank account. Mr... (3 pages)View decision -
Decision Reference DRN-4617458
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4617458 The complaint Mr and Mrs B complained that British Gas Insurance Limited (“British Gas”) failed to diagnose an issue with their hot water valve under their home emergency policy. What happened Mr and Mrs B said their hot water valve was faulty which resulted in higher-than-norm... (3 pages)View decision -
Decision Reference DRN2659758
7 Jun 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)summary of complaintMs T complains about Amtrust International Underwriters Ltd’s delays in attending to her insurance claim for a broken boiler. background to complaintMs T holds a home insurance policy in connection with her bank account. The policy is underwritten by Amtrust. On 1 De... (3 pages)View decision -
Decision Reference DRN8983543
6 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited has mishandled a claim under her home emergency policy.backgroundMrs L had a home emergency policy with British Gas for many years. In August 2015 she reported a leak from her boiler to British Gas. It sent out an en... (2 pages)View decision -
Decision Reference DRN5156238
16 May 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr E complains that Royal & Sun Alliance Insurance Plc gave him poor service under the home emergency section of his home insurance policy.backgroundMr E had home emergency insurance subject to a limit of £1,000.00. So when his boiler wasn’t working properly, Mr... (2 pages)View decision -
Decision Reference DRN-4288913
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4288913 The complaint Mr M complains about the way that U K Insurance Limited (“UKI”) dealt with a claim he made under his home emergency insurance policy. Reference to UKI includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so ... (3 pages)View decision -
Decision Reference DRN8108908
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited gave him poor service under a home care insurance policy – and then cancelled it. background Mr K took out a British Gas insurance policy and agreed to pay for it by monthly instalments. A few weeks later, the company ... (2 pages)View decision