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-5413628
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413628 The complaint Miss M complains about the way British Gas Insurance Limited dealt with repairs to a boiler carried out under a Homecare insurance policy. What happened Miss M took out a Homecare policy to provide breakdown cover for the central heating at a property she let t... (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 -
Decision Reference DRN4829054
26 May 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in April 2020, part of which is copied below: Ms Z contacted British Gas in March 2019, as her boile... (3 pages)View decision -
Decision Reference DRN7626749
29 Jan 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J complains about the length of time it took Acromas Insurance Company Limited (“Acromas”) to repair her central heating boiler when she made a claim under her home emergency insurance policy.backgroundMiss J had home emergency cover with Acromas through her bank ... (2 pages)View decision -
Decision Reference DRN-5553393
14 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5553393 The complaint Mr and Ms P complains about how Inter Partner Assistance SA (IPA) dealt with a request for home assistance after they experienced issues with the hot water within their home. What happened In March 2024, Mr and Ms P incepted a household insurance policy, which... (6 pages)View decision -
Decision Reference DRN5507566
16 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that despite several visits, the fault with their central heating system was not fixed. They say that they were provided with conflicting information and consider that British Gas Insurance Limited had been negligent leaving them without a fun... (3 pages)View decision -
Decision Reference DRN-3264859
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3264859 The complaint Mr and Mrs A complain about British Gas Insurance Limited’s handling of ongoing claims about their heating system under their home emergency policy. What happened Mr and Mrs A say that engineers visited to fix problems with their heating and hot water system on mo... (6 pages)View decision -
Decision Reference DRN5597394
11 May 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMrs R complains that Hitachi Capital (UK) Plc will not meet her claim in respect of services which she paid for using a connected credit agreement.backgroundMrs R took out a ‘point of sale’ loan from Hitachi to pay for the supply and installation of replacement bathroom... (4 pages)View decision -
Decision Reference DRN-4072366
21 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4072366 The complaint Ms D complains that British Gas Insurance Limited (BG) increased her home emergency premium unfairly because she’d been a long-term customer. What happened Ms D had home emergency cover with BG for 13 years. In 2022, after finding cheaper policies online with othe... (6 pages)View decision -
Decision Reference DRN-3829851
9 Jan 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-3829851 The complaint Miss H complains about Alwyn Insurance Company Limited (Alwyn) who failed to send her, her policy documents and later declined a claim under her home insurance policy. What happened Miss H held a commercial home insurance policy with Alwyn, which included cover fo... (2 pages)View decision