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-3556515
6 Sep 2022 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3556515 The complaint Mrs H complains that Clydesdale Financial Services Limited (“BPF”) granted her a fixed sum loan agreement (“agreement”) that was unaffordable for her and that the goods supplied to her under that agreement were misrepresented to her. What happened Mrs H has had so... (5 pages)View decision -
Decision Reference DRN-2929795
16 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2929795 The complaint Mr S – on behalf of his mother, Mrs G – complains that British Gas Insurance Limited acted unfairly by automatically renewing Mrs G’s home emergency policy without her agreement, increasing the premium at each renewal. What happened Mrs G had a HomeCare home emerg... (6 pages)View decision -
Decision Reference DRN-5433821
27 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5433821 The complaint Mr J and Mrs J have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim made under a static caravan policy. As Mrs J mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. What h... (6 pages)View decision -
Decision Reference DRN-5479701
16 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5479701 The complaint Mr D complains that Aviva Insurance Limited (“Aviva”) wouldn’t refund his premiums he’d continued to pay for a home emergency policy for a few years after he said he cancelled it. Mr D is represented in his complaint by a family member, but for ease of reading ... (2 pages)View decision -
Decision Reference DRN-5025327
29 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5025327 The complaint Mr H complains about the length of time it took Inter Partner Assistance SA (IPA) to repair his boiler after he made a claim on his home emergency insurance policy. IPA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (2 pages)View decision -
Decision Reference DRN-1684729
30 Nov 2020 British Gas Services Limited Not upheldInsuranceDRN-1684729 The complaint Mr B complains, for and on behalf of the estate of Mrs B, that Mrs B was paying for a policy with British Gas Services Limited (British Gas) that she didn’t ever need or use. What happened Mrs B had a homecare plan with British Gas. She paid a monthly premium by d... (3 pages)View decision -
Decision Reference DRN-5649718
24 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5649718 The complaint Mr A complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘Homecare’ boiler insurance policy. Much of Mr A’s unhappiness is with the actions of British Gas’ appointed agents. As British Gas have accepted respon... (3 pages)View decision -
Decision Reference DRN4725664
5 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr O complains about the home emergency cover that came with a packaged bank account sold to him by Barclays Bank Plc.backgroundMr O upgraded to a Premier Life packaged account in 2008. The account offered a range of benefits, which at the time included home emergency... (2 pages)View decision -
Decision Reference DRN0413282
24 Mar 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains that he hasn’t received a satisfactory service from British Gas Insurance Limited (BG) under his annual service contract and that BG hasn’t satisfactorily addressed his concerns.backgroundSince July 2010 Mr K has had a contract with BG for the maintenance ... (2 pages)View decision -
Decision Reference DRN-2836883
27 May 2021 U K Insurance Limited UpheldInsuranceDRN-2836883 The complaint Mrs W complains that U K Insurance Limited should meet her claim on a home insurance policy. What happened Mrs W had a home insurance policy. It had a buildings section and a home emergency section. UKI was the insurer responsible for dealing with claims. Where I... (5 pages)View decision