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
-
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 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 DRN4644452
27 Oct 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Miss G is unhappy with the service she received from Inter Partner Assistance SA after she made a claim under her home emergency insurance policy.backgroundMiss G called Inter Partner about a fault with her central heating on 13 October 2014. An engineer attended the n... (2 pages)View decision -
Decision Reference DRN8009998
4 Oct 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that Aviva Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.background Mrs S had a policy in the name of a home assistance company. Aviva was responsible for dealing with claims. Where I refer to Aviva I include the home... (3 pages)View decision -
Decision Reference DRN3807243
26 Jun 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr T complains about Inter Partner Assistance SA’s decision to decline a claim under his home emergency insurance policy. Mr T has also made a complaint about the way his policy was sold to him by Swinton Group Ltd, which is being dealt with separately. background to complaintMr T holds... (3 pages)View decision -
Decision Reference DRN2770753
11 Mar 2015 Lloyds Bank PLC UpheldBanking and creditMr H complains that Lloyds Bank PLC mis-sold him a packaged bank account in July 2010. He complains that he was not given sufficient information on the terms and conditions of the included insurance policies.backgroundMr H upgraded his account to a packaged “Premier” account in July ... (2 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 -
Decision Reference DRN2013597
11 Jun 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr M complains that Society of Lloyd’s is responsible for poor service under a home emergency insurance policy.backgroundMr M had a policy that covered (among other things) his central heating boiler. The policy was in the name of an insurance intermediary. The insu... (3 pages)View decision -
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 DRN0947669
16 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B has complained about the way British Gas Insurance Limited handled a claim made under their home emergency insurance policy.background Mrs B holds a HomeCare policy with British Gas, covering a property she owns with Mr B in the Isle of Wight. It provides brea... (4 pages)View decision