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 DRN-4949776
30 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4949776 The complaint Mr K complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim made under his landlord home insurance policy. What happened Mr K held a Simple Landlord Home Emergency Insurance policy with RSA. He made a claim under the policy i... (3 pages)View decision -
Decision Reference DRN-5597113
2 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5597113 The complaint Mrs P complains about the way Zurich Insurance PLC trading as Zurich Municipal has handled a claim she made on a home insurance policy which provides cover for her property. What happened In 2021 Mrs P made a claim on a Zurich home insurance policy which cover... (5 pages)View decision -
Decision Reference DRN-3862153
17 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3862153 The complaint Mr & Mrs H are unhappy that British Gas Insurance Limited hadn’t complied with legal requirements regarding the electrics linked to their boiler and that British Gas serviced the equipment for several years and never resolved the problem, leaving them in dange... (3 pages)View decision -
Decision Reference DRN-1067149
6 Aug 2020 Society of Lloyd's UpheldInsuranceDRN-1067149The complaintMr and Mrs J complain that the Society of Lloyds rejected their claim in respect of damaged kitchen units in their static caravan under their home insurance policy. What happenedMr and Mrs J own a static caravan located on a site which closes over the winter months.... (3 pages)View decision -
Decision Reference DRN-3457931
31 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3457931 The complaint Ms B complains that British Gas Insurance Limited mishandled her HomeCare home emergency insurance policy. Where I refer to British Gas, I refer to the insurance company of that name and I include engineers and others insofar as I hold that company responsible for... (3 pages)View decision -
Decision Reference DRN-4196978
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196978 The complaint Mr S has complained about alleged damage caused by British Gas Insurance Limited (‘British Gas’) following work it carried out under Mr S’s home care policy. What happened British Gas attended Mr S’s home in 2022 to carry out certain repairs to the boiler. Mr S co... (3 pages)View decision -
Decision Reference DRN3826830
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B has complained that the service offered to her by British Gas Insurance Limited under her home emergency insurance policy was unacceptable. backgroundMs B called British Gas to make a claim when her boiler broke down on 4 March 2014. A contractor came out and inspec... (2 pages)View decision -
Decision Reference DRN4829054
26 May 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in April 2020, part of which is copied below: Ms Z contacted British Gas in March 2019, as her boile... (3 pages)View decision -
Decision Reference DRN-5413628
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413628 The complaint Miss M complains about the way British Gas Insurance Limited dealt with repairs to a boiler carried out under a Homecare insurance policy. What happened Miss M took out a Homecare policy to provide breakdown cover for the central heating at a property she let t... (3 pages)View decision -
Decision Reference DRN-2272399
4 Nov 2020 Shawbrook Bank Limited UpheldConsumer CreditDRN-2272399 The complaint Mr R complains that a finance agreement he had with Shawbrook Bank Limited (“Shawbrook”) was misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reaso... (2 pages)View decision