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 2168 results
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Decision Reference DRN-5118704
6 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5118704 The complaint Mr C complains about the service he received after making a claim on his HomeCare insurance policy and is unhappy about how British Gas Insurance Limited [“BG”] dealt with the repairs to his boiler. What happened Mr and Mrs C are represented by a third party in... (3 pages)View decision -
Decision Reference DRN-3519872
24 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3519872 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited (BG) during and after his annual boiler service. What happened Mr D had HomeCare Two insurance with BG for his boiler, control and central heating. The cover included an annual boiler servi... (3 pages)View decision -
Decision Reference DRN3215022
3 Oct 2013 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr C is unhappy that The Society of Lloyd’s have declined his claim for damage caused to his property by his tenants.backgroundMr C served notice on his tenants to vacate the property as the neighbours had complained that they were too noisy. After the tenants moved out, Mr C discovere... (4 pages)View decision -
Decision Reference DRN5666330
24 Jan 2020 Insight Financial Associates Limited UpheldInvestment and pensionsMr O’s complaint is about advice he received in 2009 from Insight Financial Associates Limited (‘Insight’) to transfer personal pensions to a Rowanmoor SIPP. The SIPP was then used to invest in an Unregulated Collective Investment Scheme (‘UCIS’) to fund the development of a resort in Cape... (9 pages)View decision -
Decision Reference DRN-3808827
16 Nov 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3808827 The complaint Mr O complains that MBNA Limited (“MBNA”) irresponsibly granted him credit that he couldn’t afford to repay. What happened I issued my provisional decision on this complaint in October 2016. An extract from that provisional decision is set out below. MBNA approved... (3 pages)View decision -
Decision Reference DRN-1818227
29 Jun 2020 British Gas Services Limited Not upheldInsuranceDRN-1818227 The complaintMr S complains that British Gas Services Limited (BG) failed to carry out annual boiler services in time and didn’t look into his complaint about it properly. What happenedMr S had a service and emergency breakdown package for his central heating boiler. The policy... (3 pages)View decision -
Decision Reference DRN8580282
23 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)C Ltd complains that British Gas Insurance Limited’s (“BG”) records didn’t accurately show it as the owner of five properties and that repair requests weren’t accepted. backgroundC Ltd is a company that owns five rental properties which I’ll refer to as Flats 5A to ... (3 pages)View decision -
Decision Reference DRN-2168832
30 Oct 2020 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2168832 The complaint Mr S complains that N26 Bank GmbH (N26) blocked and closed his account, and returned some of the funds remaining in his account (£523.46) to a third party who had raised a dispute with N26 about the funds. To put things right, Mr S wants N26 to return the £523.46 ... (3 pages)View decision -
Decision Reference DRN-3181680
4 Jan 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3181680 The complaint Mr W has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. What happened Mr W bought solar panels for his home in July 2012. The purchase ... (3 pages)View decision -
Decision Reference DRN-4435805
22 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4435805 The complaint Mr and Mrs C complain that British Gas Insurance Limited (BG) damaged their boiler and property. They would like BG to cover the cost of the new boiler and repairs. Mr and Mrs C had home emergency insurance underwritten by BG. The policy is in joint names but, for... (3 pages)View decision
