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 4078 results
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Decision Reference DRN9409560
24 Mar 2016 Collinson Insurance Services Limited UpheldInsurance (excluding PPI)Mr R has complained about Collinson Insurance Services Limited. He isn’t happy about the service he received under his energy protect insurance policy.background Mr R’s boiler was inspected by Collinson’s engineer on 10 August 2015. It was found that two gaskets needed t... (2 pages)View decision -
Decision Reference DRN-2255477
13 Oct 2020 Great Lakes Insurance SE UpheldInsuranceDRN-2255477 The complaint Mr P complains that Great Lakes Insurance SE is responsible for mishandling his home emergency insurance policy. What happened From February 2019, Mr P had an insurance policy branded with the name of an energy company. The policy covered his central heating boile... (3 pages)View decision -
Decision Reference DRN-3745598
25 Nov 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3745598 The complaint Mr F complains Starling Bank Limited (“Starling”) didn’t reimburse the money he lost when he was the victim of an ‘authorised push payment’ (“APP”) scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. B... (4 pages)View decision -
Decision Reference DRN5909155
21 Feb 2014 Mapfre Asistencia S A UpheldInsurance (excluding PPI)Mr and Mrs T complain about Mapfre Asistencia S A’s delays in resolving their home emergency insurance claim, as a result of which they were without heating and hot water for 16 days. backgroundI issued a provisional decision on this matter in January 2014, an extract from which is cop... (4 pages)View decision -
Decision Reference DRN2457657
13 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas attended Mr A’s property to deal with a problem relating to his central heating boiler.Mr A later complained to British Gas abou... (2 pages)View decision -
Decision Reference DRN3368048
17 Jan 2020 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Ms S complains about the way in which Great Lakes Insurance SE dealt with a claim under her landlord’s home emergency plan. Where I refer to Great Lakes, this includes its agents and claims handlers.backgroundOn 20 November 2018, Ms S was informed by her tenant that there was a fault with ... (3 pages)View decision -
Decision Reference DRN-5137097
2 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137097 The complaint Ms C and Mr T have complained about the way their home emergency insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), dealt with a claim they made on their policy and feel the compensation it offered them was too low . Admiral is the underwriter of this... (4 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 DRN-3362599
6 Apr 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3362599 The complaint Mr B and Mrs M complain that Domestic & General Insurance Plc (“D&G”) cancelled their boiler insurance without notifying them and refused to deal with a claim. What happened Mr B and Mrs M took out boiler insurance with D&G in September 2020. They say ... (3 pages)View decision -
Decision Reference DRN-2871519
8 Jul 2021 Domestic & General Insurance Plc UpheldInsuranceDRN-2871519 The complaint Mr J complains about the poor service he received from Domestic & General Insurance Plc (D&G) when he called them regarding a broken boiler at his mother’s home that was covered by his policy. What happened On 16 February 2021 a boiler covered by the D&... (2 pages)View decision