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 4027 results
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Decision Reference DRN-5719021
6 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5719021 The complaint Miss K is unhappy with the way Inter Partner Assistance S.A. (“IPA”) handled her boiler claim under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. In J... (4 pages)View decision -
Decision Reference DRN-4495555
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4495555 The complaint The estate (Miss H) complains that British Gas Services Limited (BGSL) mis-sold central heating cover (CHC policy) to Ms H at every renewal from 2015 to 2022. Following the unfortunate passing of Ms H in November 2022, the benefit of the CHC policy was passed to M... (4 pages)View decision -
Decision Reference DRN-3357170
16 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3357170 The complaint Mrs S and Mr S complain about British Gas Services Limited trading as British Gas (BGS) and service they received under their home insurance policy. What happened Mrs S and Mr S held a home insurance policy provided by BGS. As part of this policy, BGS serviced Mrs... (4 pages)View decision -
Decision Reference DRN7668056
23 Sep 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (“RSA”) acted unfairly and unreasonably when dealing with his claim under a home maintenance policy. He wants matters put right.background Mr S had a home maintenance policy with RSA, which covered maintenance or repairs needed to ... (3 pages)View decision -
Decision Reference DRN1056915
10 Jan 2020 Shawbrook Bank Limited UpheldBanking and creditComplaintMr M complains that the boiler he paid for through a fixed sum loan agreement with Shawbrook Bank Limited wasn’t fitted with reasonable care and skill. He wants compensation for the damage caused to his house and the distress and inconvenience he has experienced.BackgroundMr M ent... (4 pages)View decision -
Decision Reference DRN-3610564
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3610564 The complaint Mr F and Mrs F complain about British Gas Services Limited (“British Gas”) because they think that they did not receive the benefit of cover for around 2 years. They want a refund of their premiums and compensation for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN9553206
20 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with what British Gas Insurance Limited (British Gas) did after the boiler in a property he owns failed an emissions test in January 2019. backgroundMr S has insurance with British Gas which covers repairs to the boiler in his rented property. In mid-January the boiler fail... (3 pages)View decision -
Decision Reference DRN-2170236
23 Oct 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2170236 The complaint Mrs L is unhappy about how Inter Partner Assistance SA (IPA) dealt with a claim under her home emergency policy. Mrs L is represented on this case but, for ease, I will refer only to Mrs L. What happened Mrs L’s family visited her in her home and found she had no ... (3 pages)View decision -
Decision Reference DRN-3378335
23 May 2022 Great Lakes Insurance SE Not upheldInsuranceDRN-3378335 The complaint Ms S complains about Great Lakes Insurance SE (“Great Lakes”) in respect of her home emergency insurance policy. She thinks that her home and family were left at risk from the boiler for a long period and she wants Great Lakes to pay her compensation for her distr... (3 pages)View decision -
Decision Reference DRN0464151
13 Jun 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr and Mrs L complain about Amtrust International Underwriters Ltd’s handling of their home emergency insurance claim for a faulty boiler.backgroundMr and Mrs L had a home emergency insurance policy, underwritten by Amtrust. The policy was provided in connection with Mr and Mrs L’s ban... (5 pages)View decision