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-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 DRN2731230
23 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Services Limited (“BGS”) has been charging him for a home emergency policy that he understood he’d cancelled.backgroundMr R told us that he had a visit from an engineer in 2012, under his boiler repair insurance policy. That engineer said ... (3 pages)View decision -
Decision Reference DRN-2305101
24 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2305101 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited under their homecare policy. What happened Mr and Mrs C had a homecare agreement with British Gas and they’d received a good service in the past. But in late 2019 a vulnerable... (3 pages)View decision -
Decision Reference DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 pages)View decision -
Decision Reference DRN3165064
21 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P, who have a Homecare policy with British Gas Insurance Ltd (BG), complain BG refused to carry out repairs on their boiler, leaving them without central heating or hot water for many months. They also complain a BG engineer was rude and intimidating, and an agreed upgrade to th... (6 pages)View decision -
Decision Reference DRN-2822736
5 Jul 2021 British Gas Insurance Limited UpheldInsuranceDRN-2822736 The complaint Mr R complained that the customer service he received was sub-standard under his home care / emergency policy with British Gas Insurance Limited (BG). What happened As part of Mr R’s home emergency policy, he was entitled to an annual boiler service. Mr R said he’... (2 pages)View decision -
Decision Reference DRN3394135
6 Apr 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr O complains about how Royal & Sun Alliance Insurance Plc (RSA) dealt with his home emergency insurance claim. My references to RSA include its agents.backgroundOn 31 October 2017 Mr O told RSA his boiler wasn’t working and he had no hot water. RSA’s engineer att... (2 pages)View decision -
Decision Reference DRN-4320228
5 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4320228 The complaint Mr M complains about the way Admiral Insurance (Gibraltar) Limited handled a home emergency claim. Any reference to Admiral includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised eve... (2 pages)View decision -
Decision Reference DRN-3072677
11 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3072677 The complaint Mr and Mrs V have complained that Royal & Sun Alliance Insurance Plc (RSA) has refused to pay for repairs under their home emergency insurance policy. What happened RSA provides the home emergency cover under Mr and Mrs V’s home insurance policy. Mr and Mrs V ... (2 pages)View decision