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 DRN-5815177
15 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5815177 The complaint Mr M complains about premium increases to his British Gas Insurance Limited home emergency policy. What happened Mr M had a British Gas home emergency policy. His policy was due to renew in January 2025. British Gas wrote to him before the renewal quoting his n... (2 pages)View decision -
Decision Reference DRN-3109146
12 Nov 2021 Amtrust Europe Limited UpheldInsuranceDRN-3109146 The complaint Ms J is unhappy with the service provided by Amtrust Europe Limited following a claim under her policy for her heating system. What happened In September 2020 Ms J contacted Amtrust because of problems she was having with her hot water supply and central heating. ... (3 pages)View decision -
Decision Reference DRN-2746513
30 Apr 2021 British Gas Services Limited Not upheldInsuranceDRN-2746513 The complaint Mr S complains that British Gas Services Limited failed to carry out an annual service and cancelled his homecare cover without warning. It also failed to install a new thermostat system as agreed. What happened Mr S said British Gas didn’t do the annual service o... (3 pages)View decision -
Decision Reference DRN3229156
14 Jul 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss S complains that Inter Partner Assistance S.A. gave her poor service under a home assistance policy.backgroundMiss S has a policy underwritten by IPA. She called for help when she found she had no central heating or hot water. She complained about the response.... (2 pages)View decision -
Decision Reference DRN2158406
16 Aug 2016 Pioneer Marketing Uk Ltd T/A Greenheat UpheldBanking and creditMs B’s complaint is that Pioneer Marketing UK Ltd t/a Greenheat (“Greenheat”) allowed her to take out finance for a product when it wasn’t appropriate for her to do so.background In June 2015 Ms B bought a new boiler, using a loan provided by Greenheat acting as cr... (2 pages)View decision -
Decision Reference DRN3455780
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited (“BGI”) failed to check her central heating system properly when it agreed to take it on under her home emergency insurance policy. The result was that she continued to use the system for several years with substand... (4 pages)View decision -
Decision Reference DRN1664158
8 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundBritish Gas was the insurer responsible for dealing with claims under Mr A’s policy. Where I refer to British Gas or the insurer I refer to the insurance company by that ... (5 pages)View decision -
Decision Reference DRN-5502493
17 Jun 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5502493 The complaint Mr D complains that Domestic & General Insurance Plc (“D&G”) has unfairly handled a claim under his boiler insurance policy. Any reference to Mr D or D&G includes their respective agents or representatives. What happened The history of this complain... (3 pages)View decision -
Decision Reference DRN-2246869
3 Mar 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2246869 The complaint Mr and Mrs A have complained about the way Royal & Sun Alliance Insurance Plc (“RSA”) has handled their claim under their home insurance policy after their house was damaged by a flood. What happened In 2012, Mr and Mrs A’s home was flooded. They made a claim ... (3 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