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 DRN-3387559
22 Mar 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3387559 The complaint Mrs B has complained that Tesco Personal Finance Plc (trading as Tesco Bank) hasn’t helped her recover the money paid for goods and services on her credit card. What happened In mid-January 2020 Mrs B contacted a supplier to provide parts and complete plumbing wor... (9 pages)View decision -
Decision Reference DRN-3860268
10 Jan 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3860268 The complaint Miss and Mr J complain, via a loss assessor, about the decisions and poor handling of their claim for the damage caused by an escape of water under their building insurance policy with AXA Insurance UK Plc. I have just referred to Miss J in this decision and I’ve ... (6 pages)View decision -
Decision Reference DRN4402896
6 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited declined to carry out a repair under her homecare policy when it diagnosed faults during its first service.our initial conclusionsOur Adjudicator did not recommend that the complaint be upheld. He concluded that British Gas h... (2 pages)View decision -
Decision Reference DRN-3988175
22 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3988175 The complaint Ms E is unhappy that Aviva Insurance Limited (AIL) charged her an excess fee for a job which wasn’t covered under her home emergency policy. She says it should’ve been mentioned to her during her annual boiler service check. What happened In summary, Ms E told AIL... (2 pages)View decision -
Decision Reference DRN1693266
1 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms H is unhappy with how British Gas Insurance Limited (British Gas) handled a claim she made under her HomeCare 2 policy.backgroundMs H called British Gas in January 2017 as her boiler was losing pressure. An engineer from British Gas attended. He couldn’t find a le... (3 pages)View decision -
Decision Reference DRN-2523987
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2523987 The complaint Mr S complains that British Gas Services Limited (British Gas) didn’t cancel his home emergency insurance following his request. This led to them taking further premiums. Mr S wants British Gas to refund the premiums taken. What happened Mr S says that, in January... (2 pages)View decision -
Decision Reference DRN1774587
28 May 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr B has complained about delays on the part of Royal & Sun Alliance Insurance Plc (RSA) in handling a claim under his home insurance policy.backgroundIn November 2017 Mr B made a claim to RSA for fire damage to his underground pipes after his boiler caught ... (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 DRN0876646
1 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he’s received from British Gas Services Limited under his home emergency insurance.backgroundIn January 2009 Mr P arranged with British Gas to have a new boiler and radiators fitted in his home. Mr P also took out a Homecare policy to co... (2 pages)View decision -
Decision Reference DRN5695847
27 Jan 2016 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr H complains that International Insurance Company of Hannover SE (“Hannover”) won’t pay his claim for theft and criminal damage. Mr H is represented by a professional loss adjuster.backgroundMr H had a serious fire at his house. Shortly after that the house was burgled. ... (2 pages)View decision