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
-
Decision Reference DRN1128045
21 Jun 2017 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr B complains about the way St Andrew’s Insurance Plc has dealt with a claim on his buildings insurance policy.backgroundIn September 2016 Mr B noticed a leak and made a claim on his buildings insurance policy. St Andrew’s accepted the claim. It stopped the leak, ... (2 pages)View decision -
Decision Reference DRN-3187272
3 Dec 2021 British Gas Services Limited Not upheldInsuranceDRN-3187272 The complaint Mr B complains about British Gas Services Limited’s handling of two claims he made under his HomeCare Two policy. What happened Mr B has a HomeCare Two policy with British Gas that covers his boiler, controls and central heating including an annual service. About ... (4 pages)View decision -
Decision Reference DRN1478001
28 Sep 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr R complains about how Inter Partner Assistance SA (IPA) dealt with his claim under his home emergency insurance policy.In this decision I’ll refer to IPA’s agents as IPA.backgroundMr R contacted IPA as his oil boiler wasn’t firing up. Its engineer found that the o... (2 pages)View decision -
Decision Reference DRN5349379
31 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited renewed his central heating insurance without his consent.backgroundMr C took out central heating cover with British Gas in October 2013. At the same time he bought a one off repair as he had an existing fault with his ... (2 pages)View decision -
Decision Reference DRN-4731616
10 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4731616 The complaint Mrs G and Mr G complain that when British Gas Insurance Limited attended their property to repair a boiler leak, they caused a further leak which damaged their kitchen and dining room. What happened Mrs G and Mr G held a home emergency policy with British Gas. In ... (3 pages)View decision -
Decision Reference DRN-4782515
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4782515 The complaint Mr C is unhappy with the response he received from National Westminster Bank Plc (NatWest) following a complaint he made. What happened In June 2023 Mr C paid a company to replace his boiler. Mr C paid partly on his Natwest credit card. Mr C later contacted N... (2 pages)View decision -
Decision Reference DRN4652866
18 Apr 2016 British Gas Trading Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Trading Limited caused damage to his home when it carried out work on his boiler under his home emergency insurance policy.backgroundIn January 2016 Mr A arranged with British Gas for an engineer to visit his home and carry out an inspe... (2 pages)View decision -
Decision Reference DRN-3688493
3 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3688493 The complaint Mr B and Mrs B have complained that British Gas Insurance Limited (British Gas) didn’t properly repair their boiler before their home emergency policy expired. For ease, I will normally only refer to Mr B as he dealt with the complaint. What happened Mr B and Mrs ... (2 pages)View decision -
Decision Reference DRN5211149
12 Sep 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr B is unhappy that AXA Insurance UK Plc (‘AXA’) has not dealt with his claim for damage to his boiler under his Home Insurance policy. our initial conclusionsOur adjudicator did not uphold the complaint. Our adjudicator did not feel Mr B had shown the damage was caused by an ev... (2 pages)View decision -
Decision Reference DRN4826257
13 May 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr S and Mrs C complain that AXA Insurance UK Plc unfairly declined their home insurance claim following a leak at their property. backgroundMr S and Mrs C held a home insurance policy with AXA. The policy started in May 2018, and later that month they made a claim for water damage. In ear... (7 pages)View decision