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 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-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 DRN7933158
13 Apr 2017 PCJ Limited Not upheldInsurance (excluding PPI)Mrs G complains that she was mis-sold her home emergency insurance policy by PCJ Limited.backgroundMrs G made a claim under her policy, following which she complained to PCJ that she’d been mis-sold it.Being unhappy with PCJ’s response to her complaint, Mrs G compl... (2 pages)View decision -
Decision Reference DRN4543672
2 Mar 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs R is unhappy with the service provided by certain underwriters at Society of Lloyd’s in relation to a home emergency insurance policy. backgroundMrs R had been experiencing some dizziness and other symptoms that she thought might be carbon monoxide poisoning for a ... (2 pages)View decision -
Decision Reference DRN2059451
8 Sep 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr T complains about the handling of a claim under a home emergency insurance policy by Inter Partner Assistance SA (“IPA”).backgroundMr T contacted IPA on 20 November 2012 as his boiler had broken down the night before. IPA arranged for an engineer to contact Mr T and an appointment was ... (2 pages)View decision -
Decision Reference DRN1444389
28 Aug 2014 Hitachi Capital (UK) Plc Not upheldBanking and creditsummary of complaintMrs B complains that the kitchen she bought from a retailer – financed by Hitachi Capital (UK) Plc – was not designed with reasonable skill and care. Mrs B brings her complaint under section 75 of the Consumer Credit Act 1974.Mrs B’s relative, Mr Q represents her ... (2 pages)View decision -
Decision Reference DRN6476103
22 Apr 2013 Aviva Insurance Limited UpheldInsurance (excluding PPI)Miss M is dissatisfied with Aviva Insurance Limited’s handling and settlement of her claim for damage caused by an escape of water, submitted under her home insurance.backgroundIn July 2010 water was leaking from Miss M’s neighbour’s property into her flat (situated below) and she regi... (4 pages)View decision -
Decision Reference DRN8193784
30 May 2019 European AG Retail Limited Not upheldBanking and creditMr C complains the cost of a fixed sum loan agreement he arranged through European AG Retail Limited trading as Zanussi Boilers was misrepresented. He wants the price reduced to the amount he says was agreed.backgroundMr C tells us he agreed to purchase a replacement ... (3 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 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