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 DRN4864118
16 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the way British Gas Insurance Limited handled a number of herHomeCare insurance claims. Ms G is also unhappy because British Gas recently cancelled her policy.background I issued a provisional decision on this complaint in October 2015. An extract f... (4 pages)View decision -
Decision Reference DRN-2285262
23 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2285262 The complaint Mr D is unhappy with the service he received from British Gas Insurance Limited (British Gas). What happened Mr D had a HomeCare policy with British Gas which ran from October 2018-2019. The policy covered boiler and central heating breakdown and included an annua... (2 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 DRN2702352
18 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the service given to him under a home care policy for his boiler with British Gas Insurance Limited (British Gas).backgroundIn August 2018, Mr and Mrs M booked a service for 24 October 2018. They say the service year for that period wou... (4 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 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-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 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