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 DRN1320694
22 Nov 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. is responsible for poor service under a home assistance insurance policy.backgroundMr S had a policy in the name of a home assistance company and underwritten by IPA. He called for help after his central heating boiler s... (2 pages)View decision -
Decision Reference DRN3315534
22 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Company B complains that, without telling it, British Gas Insurance Limited (“BGI”) changed the terms of its home emergency insurance policy after it took out the policy. It’s represented in bringing this complaint by its director, Mr F.background Company B owned a num... (4 pages)View decision -
Decision Reference DRN-3130256
27 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3130256 The complaint Mrs M complains about British Gas Insurance Limited (BG) who declined her claim under her home emergency policy. What happened Mrs M had a home emergency policy, which among other things covered her boiler for an annual service. The annual service was carried out ... (3 pages)View decision -
Decision Reference DRN2784686
22 Jul 2015 Lloyds Bank PLC UpheldBanking and creditMr and Mrs B have complained that they were mis-sold packaged bank accounts by Lloyds Bank PLC (“Lloyds”).background Mr and Mrs B opened a fee-free account with Lloyds in June 1991. They upgraded this to a Select account in or before August 2001. Lloyds is unable to... (3 pages)View decision -
Decision Reference DRN-2966644
24 Aug 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2966644 The complaint Ms H complained that Santander UK Plc gave her £800 cash instead of £1,000 when she made a withdrawal at a branch. What happened On 30 September 2020, Ms H went to a Santander branch to withdraw £1,000 in cash, as she was about to get a new boiler. There’s a con... (3 pages)View decision -
Decision Reference DRN-4870240
24 Jun 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4870240 The complaint Mr P has complained about Accredited Insurance (Europe) Ltd’s decline of a claim under the home emergency section of his home insurance policy. What happened On 23 October 2023, Mr P contacted Accredited, as he was not getting any hot water. A contractor attended... (4 pages)View decision -
Decision Reference DRN8675650
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the service provided under a boiler insurance policy with British Gas Insurance Limited.background Mr H took out the policy with British Gas in April 2018. As part of the cover British Gas carries out a first visit and inspection of the boiler. It did this on 17 A... (3 pages)View decision -
Decision Reference DRN2556020
11 Jun 2018 PCJ Limited Not upheldInsurance (excluding PPI)Mrs T has complained through her representative that PCJ Limited mis-sold her a home emergency policy and didn’t later allow her to cancel it. Mrs T also says that PCJ Limited unfairly set up a Continuous Payment Authority (“CPA”) for her to pay the monthly premiums for ... (3 pages)View decision -
Decision Reference DRN6537882
20 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the cover British Gas Insurance Limited (British Gas) provided underhis home emergency policy.backgroundMr A has insurance with British Gas which covers repairs and an annual service of hiscentral heating system. British Gas carried out the annual service at the end of... (3 pages)View decision -
Decision Reference DRN-3520625
8 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3520625 The complaint Mrs S complains about British Gas Insurance Limited (BG), after her boiler broke down, following an annual service, under her home emergency insurance What happened Mrs S held a home emergency policy that amongst other things, covered her boiler for an annual serv... (4 pages)View decision