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 DRN8642132
28 Nov 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr C is unhappy with the amount of compensation offered by Inter Partner Assistance SA (IPA) following a claim he made under his home emergency insurance policy.backgroundMr C had a home emergency policy with IPA designed to cover domestic emergencies. He contacted IPA ... (4 pages)View decision -
Decision Reference DRN4881335
18 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint relates to British Gas Insurance Limited’s decision not to replace her boiler and gas fire, after she believes its engineer damaged both appliances during visits to her property. Ms J is also unhappy with the service provided by British Gas generally and the behaviour of... (5 pages)View decision -
Decision Reference DRN-3446908
23 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3446908 The complaint Mr H is unhappy with how Inter Partner Assistance SA (IPA) has dealt with his claim made under his home emergency insurance policy. What happened The background to this case is well known to both parties and has been summarised by our investigator in her view of t... (4 pages)View decision -
Decision Reference DRN-1101648
20 Dec 2019 Inter Partner Assistance SA Not upheldInsuranceDRN-1101648The complaintMr S complains that Inter Partner Assistance SA (“IPA”) failed properly to investigate and correct faults in his central heating boiler when he called on it under his home emergency insurance policy, with the result that it became beyond economical repair (“BER”). W... (3 pages)View decision -
Decision Reference DRN7278423
22 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L believes that British Gas Insurance Limited is responsible for damage to her boiler.backgroundMs L held a home emergency insurance policy with British Gas, which provided cover for a property occupied by tenants, from 2005. British Gas inspected the boiler before confirming the cove... (3 pages)View decision -
Decision Reference DRN-5264495
15 Jan 2025 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5264495 The complaint Mr F has complained about the way DAS Legal Expenses Insurance Company Limited handled a claim under the landlord emergency section of his Landlord Insurance policy. When Mr F sent us his complaint form he raised several other issues, which I am not considerin... (4 pages)View decision -
Decision Reference DRN5378642
27 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr P has complained Barclays Bank PLC misled him when he tried to take out their Home Protection Pack.backgroundWhen Mr P’s boiler broke down, he was upset he had to pay a £50 excess and costs for parts that were needed to repair it. He complained Barclays should... (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 DRN3032539
22 Jul 2016 A Shade Greener Limited Not upheldBanking and creditMs R complains about a boiler and service plan she bought in 2013 through finance from A Shade Greener Limited (‘ASG’).background In summary, Ms R says that the day after the installation of the boiler she had problems with leaks. She says that she reported this to A... (4 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