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 DRN0547515
1 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited has wrongly refused to replace a radiator under the terms of his Home Emergency policy.backgroundBritish Gas is dealing with other complaints made by Mr B about the timing of his 2017 annual service and how this may ... (5 pages)View decision -
Decision Reference DRN3780371
26 Jan 2017 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mrs G complains about the service she’s received from Great Lakes Reinsurance (UK) SE under a home emergency policy, and that Great Lakes cancelled her policy. I’ll use ‘Great Lakes’ to include its agent. backgroundIn early November 2016 Mrs G took out home emergency... (3 pages)View decision -
Decision Reference DRN1141370
7 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his HomeCare policy.My references to BG include its agents.backgroundMr H’s policy gives cover for ‘boiler, controls and central heating cover including an annual service, plus repairs to plumbi... (3 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 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-3288983
3 Feb 2022 U K Insurance Limited Not upheldInsuranceDRN-3288983 The complaint Mr M has complained about how U K Insurance Limited (UKI) dealt with a claim under a home emergency policy. What happened Mr M had a landlord’s insurance policy, which included home emergency cover, for a property he owned. He contacted UKI to report a loss of hea... (3 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 -
Decision Reference DRN6043215
23 Apr 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs K are unhappy with the amount Royal & Sun Alliance Insurance Plc has paid to cash settle a claim made for damage caused by an escape of water. backgroundIn October 2017 water from an upstairs flat escaped into Mr and Mrs K’s kitchen, damaging units... (5 pages)View decision