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 DRN-5055813
29 Oct 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5055813 The complaint Mr B complains about Evolution Insurance Company Limited (“Evolution”)’s handling of his Home Emergency Insurance claim. All references to Evolution also include its appointed agents. What happened The details of this complaint are well known to both parties,... (2 pages)View decision -
Decision Reference DRN1531571
11 Jun 2015 My Planet Ltd UpheldBanking and creditMr M complains that My Planet Ltd gave him false information when it arranged a fixed sum loan for the purchase of a boiler system.Mr M is being represented by his son.backgroundIn summary, Mr M says that in July 2013 his boiler broke down and My Planet told him ... (4 pages)View decision -
Decision Reference DRN-5346981
24 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5346981 The complaint Mrs D complains about British Gas Insurance Limited’s handling of her Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore includ... (4 pages)View decision -
Decision Reference DRN-4955429
17 Oct 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4955429 The complaint Mr Y has complained that his home emergency insurance policy with British Gas Insurance Limited (‘British Gas’) was mis-sold to him as it contains an exclusion in relation to steel composite pipes which means he was never fully covered under the policy. What h... (4 pages)View decision -
Decision Reference DRN-4420074
27 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4420074 The complaint Miss K and Mr S complain about how British Gas Insurance Limited handled their claim on their home emergency policy. What happened Miss K and Mr S had a home emergency policy with British Gas. In March 2022 they had a problem with their boiler and made a claim. Br... (4 pages)View decision -
Decision Reference DRN2247875
25 Sep 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms S is unhappy with the service Aviva Insurance Limited trading as HomeServe gave her when it inspected and then replaced her boiler. The policy Ms S is claiming under is a HomeServe policy, for which Aviva is the insurer and so makes decisions about whether a cl... (2 pages)View decision -
Decision Reference DRN-4300454
21 Aug 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4300454 The complaint Mr M complains about Astrenska Insurance Limited (“Astrenska”) for missing an annual service for his boiler. He wants to be refunded for the year’s premiums and compensation for his distress and inconvenience in the same amount, as he has had to source alternative... (3 pages)View decision -
Decision Reference DRN9037457
21 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains British Gas Insurance Limited didn’t make it clear his policy would no longer cover problems to do with his heating system circulating water.backgroundMr H contacted British Gas in January 2017 after noticing water leaking from a radiator. A British Gas ... (3 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 DRN5852816
21 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Misses W have held cover through British Gas Services Limited for a number of years.They are unhappy with a number of matters that arose around the time their policy was renewed in 2014. backgroundMisses W’s policy was due for renewal on 1 November 2014. They di... (3 pages)View decision