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 DRN-2822603
28 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2822603 The complaint Mr and Mrs S complained that their repair was delayed under their home emergency policy with British Gas Insurance Limited (BG). What happened Mr and Mrs S said they contacted BG, informing it their boiler had broken down and they had no heating or hot water. They... (2 pages)View decision -
Decision Reference DRN-2390172
3 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2390172 The complaint Ms B and Mr B are unhappy with the way British Gas Insurance Limited (BG) handled their annual boiler service appointments. What happened Ms B and Mr B had HomeCare Two home emergency cover, including an annual boiler service, with BG. For ease, I’ll refer only to... (3 pages)View decision -
Decision Reference DRN6095690
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains about the service he’s received from British Gas Insurance Limited (“BG”) under his HomeCare policy.backgroundFor a number of years Mr F has had a HomeCare 200 policy from BG. This provides him with an annual service visit. His policy year runs from 9 ... (2 pages)View decision -
Decision Reference DRN5866202
17 May 2017 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr M complains about the time it took for Great Lakes Insurance SE (“GLISE”) to complete repairs to his boiler.background Mr M has breakdown cover for his boiler with GLISE. On 17 January 2017 Mr M contacted GLISE to report a problem with his boiler. On 18 January ... (2 pages)View decision -
Decision Reference DRN-2851514
6 Jul 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2851514 The complaint Ms C complains that a new boiler was not properly installed. Because she paid for the boiler and its installation with finance provided by Hitachi Capital (UK) Plc, she says that it is jointly liable with the supplier and installer to put things right. What happen... (2 pages)View decision -
Decision Reference DRN3956576
26 Jun 2013 Swinton Group Ltd Not upheldInsurance (excluding PPI)Mr M complains about information provided to him by Swinton Group Ltd in connection with his home emergency insurance policy. Mr M has also made a complaint about the underwriter’s decision to decline a claim under his policy, which is being dealt with separately. background Mr M pur... (3 pages)View decision -
Decision Reference DRN4918599
19 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains on behalf of the estate of Mrs M that the premiums British Gas Insurance Limited charged Mrs M for her home emergency policy were too high; it failed to tell her that the level of cover had changed and she wasn’t getting the cover she was paying for;... (4 pages)View decision -
Decision Reference DRN-5778456
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5778456 The complaint Mr R has complained about the decision by Admiral Insurance (Gibraltar) Limited (‘Admiral’) to decline elements of his claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘Admiral’ includes reference to Admiral’s agents and con... (3 pages)View decision -
Decision Reference DRN-3907440
27 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3907440 The complaint Mr B complains about the way Royal & Sun Alliance Insurance Limited [“RSA”] has handled a claim he’s made on his home emergency insurance policy. What happened Mr B is represented by a third party in bringing this complaint. References I make to Mr B and RSA i... (2 pages)View decision -
Decision Reference DRN-4439535
13 Nov 2023 Zurich Insurance PLC UpheldInsuranceDRN-4439535 The complaint Miss V complains about the way Zurich Insurance PLC handled for a claim she made under a buildings insurance policy. Reference to Zurich includes its agents and representatives. What happened I’ll summarise the main points about this dispute: Miss V benefitted fr... (6 pages)View decision