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 DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision -
Decision Reference DRN1163610
10 May 2019 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr P complains that Great Lakes Insurance SE declined his home emergency insurance claim and about its service. My references to Great Lakes include its agents.backgroundMr P contacted Great Lakes to make a claim on his home emergency insurance. He told Great Lakes ... (3 pages)View decision -
Decision Reference DRN-2841701
26 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2841701 The complaint Mr B complains that British Gas Services Limited increased the premium for his homecare policy when it renewed. The premium had gone down when Mr B bought a new boiler and he expected the cost to stay the same. What happened Mr B had a homecare agreement with Brit... (3 pages)View decision -
Decision Reference DRN5489903
16 Jun 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Ms J complains that a boiler insurance policy was mis-sold to her by Homeserve Membership Limited, as she thought the policy she had would provide a replacement boiler. backgroundHomeserve offer a ‘standard’ and ‘skinny’ Cover 8 policy. The standard policy does provi... (3 pages)View decision -
Decision Reference DRN8673139
5 Sep 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs P complain that Inter Partner Assistance S.A. gave poor service under their home emergency insurance.backgroundMr and Mrs P called their insurer for help with their central heating boiler. They complained about the response.Our investigator recommended that ... (2 pages)View decision -
Decision Reference DRN8249203
9 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold that compa... (3 pages)View decision -
Decision Reference DRN8073530
16 Apr 2015 Clydesdale Financial Services Limited UpheldBanking and creditMr N has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, has continued to chase him for repayment of a fixed-sum loan when he believes it was cancelled within the initial 14-day period.background Mr N bought a new boiler in Ja... (3 pages)View decision -
Decision Reference DRN-4830149
20 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4830149 The complaint Mr N has complained that British Gas Insurance Limited (British Gas) damaged his boiler when it carried out a repair under his home emergency policy. What happened Mr N arranged for a British Gas engineer to visit a rental property he owned when the boiler sto... (2 pages)View decision -
Decision Reference DRN7255560
10 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited continued to charge her for cover when her boiler was decommissioned.backgroundMrs B held a Homecare 400 policy with British Gas, which covered her boiler and central heating system, amongst other things. In February 2011 she made a cla... (2 pages)View decision