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 DRN-5401912
19 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5401912 The complaint Mr H is unhappy that U K Insurance Limited (“UKI”) declined his boiler claim under his home emergency cover. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr H had home emergenc... (3 pages)View decision -
Decision Reference DRN-3633502
13 Jan 2023 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-3633502 The complaint Mr B complains that The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) didn’t fully accept a claim on his home insurance. What happened Mr B had an NFU home insurance policy, originally taken out in May 2012. In October 2019, Mr B discovered... (5 pages)View decision -
Decision Reference DRN-3650577
8 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3650577 The complaint Ms M is unhappy with U K Insurance Limited’s handling of her home emergency claim which she says led to carbon monoxide (CO) poisoning. What happened Any reference to UKI includes its respective agents or contractors. The background of this complaint is well known... (6 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