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 4027 results
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Decision Reference DRN0486094
20 Nov 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr A’s complaint is about the handling of a claim under his home emergency insurancepolicy with Royal & Sun Alliance Insurance Plc (“RSA”).backgroundI issued a provisional decision on this matter in October 2019, part of which is set out below: “On 14 February 2018, Mr A notified RSA t... (6 pages)View decision -
Decision Reference DRN-4361659
3 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4361659 The complaint Mr A has complained about the service provided by British Gas Insurance Limited in relation to his boiler and central heating insurance policy. What happened Mr A has had a boiler and central heating insurance policy with British Gas since 2011 for a property he l... (7 pages)View decision -
Decision Reference DRN-1954775
25 Jun 2020 British Gas Services Limited Not upheldInsuranceThe complaint Mr W complains that British Gas Services Limited (BG) wasn’t able to repair his boiler under his home emergency cover. What happened Mr W had HomeCare Four home emergency cover with BG, including boiler and central heating cover. He called BG to report that his boiler had sto... (4 pages)View decision -
Decision Reference DRN-3273255
1 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3273255 The complaint Mr K complains about the level of service received from British Gas Insurance Limited following a claim against his homecare policy. What happened Mr K’s boiler was deemed unrepairable by British Gas in October 2020. As such, they advised him to replace the boiler... (3 pages)View decision -
Decision Reference DRN2403499
7 Oct 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr H has complained about the way Ageas Insurance Limited dealt with a claim he made on his home emergency policy. All references to Ageas include its claims handlers.background I issued a provisional decision on this complaint in September this year. An extract fro... (4 pages)View decision -
Decision Reference DRN-3579531
5 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3579531 The complaint Mrs A complains about the service provided by British Gas Insurance Limited under her home emergency insurance policy. Mrs A is represented in this complaint by her husband but, for ease, I’ll refer to Mrs A throughout. What happened Mrs A had a HomeCare policy wi... (3 pages)View decision -
Decision Reference DRN-3018143
8 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3018143 The complaint Mr H complains about British Gas Insurance Limited (BG) who declined a claim under his home emergency policy. What happened Mr H contacted BG as his boiler had lost heating and hot water. It told him that it couldn’t send an engineer for a few weeks partly due to ... (3 pages)View decision -
Decision Reference DRN0184815
1 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr K complains that Inter Partner Assistance S.A. gave poor service under a home emergency insurance policy.backgroundMr K had a policy to cover his central heating boiler. It was branded with the name of an insurance intermediary. Mr K paid a yearly premium.IPA was... (3 pages)View decision -
Decision Reference DRN6449953
12 Dec 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the service provided by Ageas Insurance Limited in relation to his home emergency home insurance. backgroundI issued a provisional decision on this matter in November 2017, part of which is copied below: “Mr H made a claim under his policy in October... (8 pages)View decision -
Decision Reference DRN3564640
19 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler and central heating insurance policy. backgroundMrs W has held the boiler insurance policy with British Gas for some time. The cover includes an annual service of the boiler. In April 2... (3 pages)View decision