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 DRN4905260
18 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complained that British Gas Insurance Limited unfairly refused to pay a claim on hisboiler and central heating insurance policy.backgroundMr F took out a policy with British Gas towards the end of 2017 for a property that he rentsout. In early 2018 British Gas arranged a ‘first serv... (5 pages)View decision -
Decision Reference DRN-5815338
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5815338 The complaint Mr and Mrs T complain about the decline of their home insurance claim by Lloyds Bank General Insurance Limited (‘Lloyds’) Some of Mr and Mrs T’s dissatisfaction relates to the actions of agents acting on behalf of Lloyds. As they have accepted responsibility fo... (3 pages)View decision -
Decision Reference DRN-2768333
21 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2768333 The complaint Ms R on behalf of Mr W has complained about a boiler service undertaken by British Gas Insurance Limited (BG) that they believe led to a risk from carbon monoxide. I’ve previously issued a provisional decision in this case and have received comments from both Mr W... (4 pages)View decision -
Decision Reference DRN1062140
26 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.backgroundMr R made a claim on his home emergency policy after his boiler developed a fault. He wasn’t happy with the service he received as British Gas cancel... (2 pages)View decision -
Decision Reference DRN-2798851
23 Jun 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2798851 The complaint Mrs A is unhappy that Great Lakes Insurance SE (Great Lakes) incorrectly diagnosed that a leaking pipe under her floor was the cause of her boiler fault, leaving her without hot water and heating. Mrs A’s claim was under her home emergency policy which covers her ... (2 pages)View decision -
Decision Reference DRN1145872
23 Jan 2020 Domestic & General Heating Ltd UpheldBanking and creditMr S complains about a Green Deal loan provided by Domestic & General Heating Limited.Mr S says he didn’t know he was taking out a loan. He says he thought the energy savings measures were free and that any costs would be covered by energy sold back to the National Grid.backgroundIn 20... (5 pages)View decision -
Decision Reference DRN8894348
23 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance SA charged him a £50 excess for replacing a gasket costing £15, under his home emergency insurance policy.backgroundIPA attended Mr L’s home to service his boiler. Whilst doing this, the engineer found a fault with a gasket ... (2 pages)View decision -
Decision Reference DRN-3744519
20 Oct 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3744519 The complaint Mr W complains that Domestic and General Insurance Plc mishandled his claim on a home emergency insurance policy. Where I refer to D&G, I refer to the above-named insurance company and I include engineers and others insofar as I hold D&G responsible for th... (5 pages)View decision -
Decision Reference DRN8739601
27 Jul 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs H complains on behalf of her late husband Mr H that British Gas Insurance Limited gave poor service under his home care insurance policy.background Mr H was terminally ill and she was caring for him. During the winter, she called British Gas for help with the b... (2 pages)View decision -
Decision Reference DRN6294173
29 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)This complaint is about the price of a home emergency insurance policy with British Gas Insurance Limited. Mr M is bringing this complaint on behalf of his mother. For ease, I will refer to Mr M throughout. backgroundMr M’s mother took out the policy with British Gas in November 2014 (cost... (4 pages)View decision