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-3143181
18 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3143181 The complaint Mrs C complains about the cancellation of her HomeCare policy by British Gas Insurance Limited. What happened In January 2021 Mrs C took out a new HomeCare policy with British Gas online. Soon after she made an appointment to have her first service for her boiler.... (3 pages)View decision -
Decision Reference DRN-2074434
8 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2074434 The complaint Mrs D complains that British Gas Insurance Limited charged a fee for repair work that she says it didn’t carry out under a home emergency insurance policy. Mrs D’s represented by Mr Y. What happened Mrs D took out a home emergency insurance policy in December 2019... (3 pages)View decision -
Decision Reference DRN4655257
28 Jul 2016 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Ms C’s complaint is about Homeserve Membership Limited’s handling of a claim. She also says that Homeserve failed to identify the underlying problem that led to the claim.background Ms C had a Gas Boiler Breakdown cover with Homeserve since 2004. In February 2015 she ... (2 pages)View decision -
Decision Reference DRN5330433
31 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited (“BGI”) failed to trace and rectify a leak in her central heating system when she called on it under her home emergency insurance policy. As a result she had to employ her own contractors at considerable expense to d... (3 pages)View decision -
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 DRN7966203
5 May 2020 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Miss O complains about how Zurich Insurance Plc handled and settled a claim she made under her buildings insurance policy for water damage. backgroundMiss O lives in a privately owned two storey flat within a council block. On 18 April 2018 an escape of water caused damage to both storeys ... (4 pages)View decision -
Decision Reference DRN-3566741
11 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3566741 The complaint Ms R complains about a home emergency policy (boiler cover) that she says British Gas Services Limited set up without her consent. Any reference to British Gas includes the actions of its agents. What happened The background to this complaint is well known to Ms R... (2 pages)View decision -
Decision Reference DRN-5468029
8 Apr 2025 Allium Money Limited UpheldConsumer CreditDRN-5468029 The complaint and what happened Miss G has complained about Allium Money Limited’s, trading as Allium Money, response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). She also said that Allium had lent to her irresponsibly. I’ve inc... (5 pages)View decision -
Decision Reference DRN3800284
18 Sep 2015 Lloyds Bank PLC Not upheldBanking and creditMs M held a fee-free account with Lloyds Bank PLC for many years and then she upgraded to a packaged Gold bank account in 2006. She kept this account until September 2011 when she upgraded to a packaged Premier bank account. The packaged accounts came with several benef... (5 pages)View decision -
Decision Reference DRN8583699
20 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D complain about how Aviva Insurance Limited (Aviva) handled a claim theymade under their home emergency cover.All references to Aviva include its agents.backgroundI issued a provisional decision in July 2017. In this, I explained why I was reaching a slig... (3 pages)View decision