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 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 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 DRN4638021
22 Jan 2014 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr and Mrs A are unhappy with the standard of work carried out by Tesco Underwriting Limited’s contractors following a water damage claim. They are also unhappy with the customer service and would like the work properly completed. backgroundMr and Mrs A reported a water damage claim ... (3 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision -
Decision Reference DRN-1588892
2 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1588892 The complaintMrs B is unhappy with the way British Gas Services Limited (BGS) have administered her HomeCare Three insurance policy. Mrs B appointed a representative when raising this complaint. For ease of reference, I will refer to them both as Mrs B in this decision. What ha... (3 pages)View decision -
Decision Reference DRN9115294
27 Mar 2018 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Ms D has complained about Domestic & General Insurance Plc (D&G). She isn’t happy that it didn’t pay for all her repairs following a claim under her home emergency policy.backgroundMs D’s boiler was unable to be repaired by D&G’s engineer. The majority... (1 page)View decision -
Decision Reference DRN-4207421
27 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4207421 The complaint Mrs W complains about British Gas Insurance Limited’s (BG) level of service, following a claim on her home emergency policy. What happened Mrs W contacted BG as her boiler had broken down. She obtained an appointment online, and was given the earliest available da... (4 pages)View decision -
Decision Reference DRN7685616
28 Oct 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr L says that UK Insurance Limited (UKI) caused damage to his home when it carried out a repair to his boiler under his home emergency insurance policy.backgroundMr L had a home emergency insurance policy through his bank account. In April 2015 Mr L made a clai... (2 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 DRN1216382
9 Nov 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr W complains about delays and poor service by Great Lakes Insurance SE when he made a claim for a faulty boiler under his home emergency insurance policy. My references to Great Lakes include its agents. backgroundOn Sunday 10 September Mr W contacted Great Lakes... (2 pages)View decision