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 DRN3060343
8 Sep 2015 AIB Group (UK) Plc Not upheldBanking and creditMr B complains that AIB Group (UK) Plc (“AIB”) won’t refund the cost of a central heating boiler which he says is faulty, and which he paid for using his AIB credit card. He brings this complaint under section 75 of the Consumer Credit Act 1974.backgroundIn Septembe... (2 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 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 -
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 DRN8506406
21 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H is unhappy with the level of compensation British Gas Insurance Limited has offered after a gas leak in her home.backgroundOn 6 December 2017 British Gas attended Mrs H’s property to carry out an annual service on her boiler. During this visit it was reported... (2 pages)View decision -
Decision Reference DRN-2843305
15 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-2843305 The complaint Mx A has complained that British Gas Insurance Limited (British Gas) mis-sold them a home emergency policy. What happened Mx A switched energy providers to British Gas through a collective bargaining scheme. As part of the energy tariff, it included 12 months cove... (3 pages)View decision -
Decision Reference DRN-4324211
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4324211 The complaint Mrs H has complained that British Gas Insurance Limited delayed in repairing her boiler, and said she needed it powerflushed – which Mrs H feels wasn’t necessary. What happened Towards the end of 2021, Mrs H’s boiler stopped working. She had a Homecare policy with... (2 pages)View decision -
Decision Reference DRN6399737
19 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains about British Gas Insurance Limited. backgroundMrs B held a policy covering her boiler with British Gas. When they attended for their first look at this they would not work on the boiler as they felt someone else had tried to interfere with it, their ... (1 page)View decision -
Decision Reference DRN-4072055
25 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4072055 The complaint Mr W complains about AXA Insurance UK Plc’s handling of their buildings insurance claim. All references to AXA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (3 pages)View decision