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 DRN3306701
12 Jun 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr T complains that Amtrust International Underwriters Ltd declined to attend a claim for the boiler at Mrs N’s property as he was not the policyholder.backgroundMr T contacted Amtrust in November 2012 as the boiler at Mrs N’s property had broken down. During the call, Mr T made Amtrust... (2 pages)View decision -
Decision Reference DRN1644380
19 Dec 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr H is unhappy about the level of compensation he’s been offered after the Society of Lloyd’s (Lloyd’s) provided poor service when he made a claim under his home emergency policy. background Mr H has home emergency cover. Lloyd’s has taken responsibility for this complaint, as Mr H hasn’t... (2 pages)View decision -
Decision Reference DRN3676900
1 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (British Gas) didn’t let him know his carbon monoxide alarm had expired.backgroundMr H has a HomeCare insurance policy underwritten by British Gas. As part of the policy terms British Gas service his boiler each year. T... (2 pages)View decision -
Decision Reference DRN-3963266
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3963266 The complaint Mrs S has complained about the poor service she received from British Gas Insurance Limited when her boiler stopped working and she sought assistance under her Homecare policy. What happened In May 2022 Mrs S’s boiler stopped working and she contacted British Gas.... (2 pages)View decision -
Decision Reference DRN6618150
7 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O complains about British Gas Insurance Limited’s (BG) service under his homecare insurance policy. My references to BG include its agents.backgroundMr O contacted BG as he’d noticed his boiler was losing pressure. Several BG engineers visited his property on separate o... (3 pages)View decision -
Decision Reference DRN-3307409
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3307409 The complaint Mr C complains British Gas Insurance Limited didn’t service his boiler, controls and central heating correctly over a number of years, cancelled an appointment for repairs at the last minute and didn’t reimburse him when he got another engineer to carry out the re... (4 pages)View decision -
Decision Reference DRN8680483
31 Oct 2019 MBNA Limited UpheldBanking and creditMiss L complains that MBNA Limited rejected her claim under Section 75 Consumer Credit Act 1974 in respect of electrical work in her house.backgroundMiss L says that a firm of electrical engineers, which I will call E, incorrectly wired a switch which feeds her boiler. This caused the boil... (3 pages)View decision -
Decision Reference DRN-2426228
19 Apr 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2426228 The complaint Mr A complains that Hitachi Capital (UK) plc, trading as Hitachi Personal Finance, won’t refund to him the money that he paid for a boiler using a fixed sum loan agreement. What happened Mr A entered into a fixed sum loan agreement with Hitachi Personal Finance, t... (2 pages)View decision -
Decision Reference DRN-5636499
20 Aug 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5636499 The complaint Mr B complains about the way Evolution Insurance Company Limited handled a claim he made on his landlord home care policy. What happened On 12 December 2024 Mr B’s tenants reported no heating and hot water at the property. Evolution attended the same day, but t... (3 pages)View decision -
Decision Reference DRN4311115
14 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy British Gas Insurance Limited (British Gas) has charged him an excess after he made a claim on his home emergency insurance policy.backgroundMr J has explained he contacted his home emergency insurer, British Gas, to make a claim after he discovered that the heating at his ... (3 pages)View decision