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 DRN1935849
12 Oct 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr P complains about the service he received from the Society of Lloyd’s under his home emergency insurance policy.backgroundMr P reported a problem with his central heating.An engineer attended on behalf of Lloyds and concluded parts had been damaged by sludge and scale... (2 pages)View decision -
Decision Reference DRN5138663
26 Aug 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A says that British Gas Services Limited mishandled a claim under a home emergency insurance policy.backgroundMr A has a HomeCare 400 for his tenanted house with British Gas. In February 2016 a leak was discovered around the boiler and a claim made to British ... (2 pages)View decision -
Decision Reference DRN6030851
29 Aug 2013 British Gas Services Limited UpheldBanking and creditMr F complains that the amount he had to pay back under the terms of his loan agreement with British Gas Services Limited was not explained to him properly, and he would not have taken out the loan if he had known the amount he had to repay. backgroundMr F had a quote of approximately... (2 pages)View decision -
Decision Reference DRN2724943
4 Oct 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss R has complained that Royal & Sun Alliance Insurance Plc (RSA) has carried out substandard works to reinstate the kitchen in her flat, following an escape of water from the property above. References in this decision to RSA include its agents including cla... (10 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 DRN6926112
8 Jul 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr P complains that Royal & Sun Alliance Insurance Plc (“RSA”) has acted unfairly and unreasonably when dealing with his claim under a home emergency insurance policy. He wants £60 refunded.backgroundMr P had home emergency insurance and said that a carbon monoxide alarm was supplied b... (2 pages)View decision -
Decision Reference DRN-3630817
4 Aug 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3630817 The complaint Mr M is unhappy Royal & Sun Alliance Insurance Limited (RSA) declined his claim on his legal expenses policy. What happened In 2017 Mr M had a new boiler supplied and installed. In 2018 the boiler stopped working so an engineer was called to fix it. Following ... (2 pages)View decision -
Decision Reference DRN-3986508
8 Mar 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3986508 Complaint Mr L has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr L bought a condensing boiler for his home in 2021. The purchase was funded by a loan from Ikano, and that business is ... (4 pages)View decision -
Decision Reference DRN-3242048
4 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3242048 The complaint Mr C complains about the advice and customer service he received from British Gas Insurance Limited when there was a problem with his boiler. And that he was told there would be no charge for repairs when the problem with his boiler wasn’t covered by his policy. W... (3 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