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 DRN9597444
1 May 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the service received from British Gas Insurance Limited when she reported a claim for a fault with her boiler. backgroundA British Gas engineer attended at Mrs A’s property in December 2013, following a report of no hot water or heating. During this visit the eng... (2 pages)View decision -
Decision Reference DRN-4099828
9 May 2023 One Insurance Limited UpheldInsuranceDRN-4099828 The complaint Mr H complains that One Insurance Limited (One Insurance) turned down his claim on his executive home emergency insurance policy. What happened Mr H took out a buildings and contents home insurance policy online with One Insurance in January 2020. The policy inclu... (3 pages)View decision -
Decision Reference DRN9330046
1 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy.background Mr T lives in the United Kingdom. His father is over 65 years old and has a heart condition. So he should be kept warm. As he usually lives outsid... (5 pages)View decision -
Decision Reference DRN-1339309
8 Jan 2020 Aviva Insurance Limited UpheldInsuranceDRN-1339309 The complaintMrs P complains about Aviva Insurance Limited's handling of a claim under her Home Emergency Cover policy. What happenedMrs P had a Home Emergency Cover policy with Aviva which provided breakdown cover for her gas central heating. She bought the policy in Nove... (4 pages)View decision -
Decision Reference DRN7006452
10 Oct 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T complains that Acromas Insurance Company Limited failed to repair a leak that it identified during an annual service and that when the boiler broke down it was deemed as beyond economic repair.background A routine annual service was carried out by Acromas on Mr T’s boiler in Decembe... (2 pages)View decision -
Decision Reference DRN-5653962
30 Jun 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5653962 The complaint Mr B complains about the balance owed under a fixed sum loan agreement with Creation Consumer Finance Ltd. What happened In October 2021, Creation received an application for a fixed sum loan agreement in Mr B’s name. The loan application was successful and it ... (3 pages)View decision -
Decision Reference DRN8335397
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint against British Gas Insurance Limited is about the service he received after his boiler broke down. Mr A is represented by his son.backgroundMr A had a HomeCare policy with British Gas, which provided cover for his boiler and central heating system. Mr... (4 pages)View decision -
Decision Reference DRN0005783
2 Mar 2016 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr R complains about Great Lakes Reinsurance (UK) SE’s handling of his claim under a home emergency insurance policy.backgroundMr R made a claim on 15 December 2014, when his boiler broke down. Great Lakes attended the following day and told him that parts were needed (... (4 pages)View decision -
Decision Reference DRN5118736
11 May 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from U K Insurance Limited (UKI) when he made a home emergency claim. backgroundOn 3 March 2016 Mr D had a problem with his boiler and called UKI. It uses a large company to handle home emergency claims, which I’ll call M.... (3 pages)View decision -
Decision Reference DRN-4248790
1 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4248790 The complaint Mr W complains about the way QIC Europe Ltd handled a claim under his home emergency insurance policy. Where I refer to QIC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to thi... (4 pages)View decision