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
-
Decision Reference DRN6373893
21 Dec 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance plc (“RSA”) mishandled his claim on a home emergency policy.backgroundThe policy was branded with the name of another company. But RSA was the insurer responsible for dealing with claims. Where I refer to the ins... (2 pages)View decision -
Decision Reference DRN-3588582
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588582 The complaint Mr W complains that British Gas Insurance Limited gave poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include employees, contractors and others insofar as I hold B... (4 pages)View decision -
Decision Reference DRN2286537
18 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains that British Gas Insurance Limited acted unfairly and unreasonably in the service it provided when her boiler leaked, and in refusing to accept liability for the damage caused. She wants compensation.backgroundMs G had a repair homecare agreement with Bri... (3 pages)View decision -
Decision Reference DRN-5750128
12 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5750128 The complaint Miss H and Mr H have complained about their home emergency insurer Admiral Insurance (Gibraltar) Limited. They feel it gave them poor service when handling their claim for a boiler, causing costs as well as distress and inconvenience. Miss H has mainly dealt w... (4 pages)View decision -
Decision Reference DRN9844452
12 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about British Gas Insurance Limited’s (“British Gas”) handling of her claim made under a HomeCare care agreement.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my provisional decision of last month. T... (4 pages)View decision -
Decision Reference DRN-1685520
17 Jul 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-1685520 The complaintMr P complains that AXA Insurance UK Plc charged him an excess payment on a claim under his landlord’s insurance that didn’t go ahead, and that costs have been forced upon him. What happenedMr P said in August 2019 his tenant told him there was a leak in his flat ... (2 pages)View decision -
Decision Reference DRN-3921120
20 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3921120 The complaint Mr A has complained that British Gas hasn’t done enough to repair damage he says was caused by an error when an engineer attended to repair his boiler. Mr A sought assistance under a home care policy. What happened In July 2022 Mr A reported to British Gas that he... (2 pages)View decision -
Decision Reference DRN3394135
6 Apr 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr O complains about how Royal & Sun Alliance Insurance Plc (RSA) dealt with his home emergency insurance claim. My references to RSA include its agents.backgroundOn 31 October 2017 Mr O told RSA his boiler wasn’t working and he had no hot water. RSA’s engineer att... (2 pages)View decision -
Decision Reference DRN-2822736
5 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2822736 The complaint Mr R complained that the customer service he received was sub-standard under his home care / emergency policy with British Gas Insurance Limited (BG). What happened As part of Mr R’s home emergency policy, he was entitled to an annual boiler service. Mr R said he’... (2 pages)View decision -
Decision Reference DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 pages)View decision