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 2163 results
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Decision Reference DRN-3818343
1 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3818343 The complaint Ms V complains she was mis-sold investment bonds by Basset Gold Limited (BG Ltd) which has caused her a financial loss as they weren’t secure and she hasn’t received a return on her investment. Background The B&G Plc Bond Ms V invested in a B&G Plc four-ye... (5 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-5241513
5 Mar 2025 British Gas Services Limited Not upheldInsuranceDRN-5241513 The complaint Miss W complains about the service she received from British Gas Services Limited (BGSL) after she received renewal correspondence in relation to her HomeCare policy. What happened Miss W held a HomeCare policy with BGSL, which she’d held for some time. The po... (4 pages)View decision -
Decision Reference DRN-3747324
9 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3747324 The complaint Mr G complains that British Gas Insurance Limited (BG), with whom he had home care insurance cover, failed to properly service his boiler in 2020. He said this led to it breaking down and having to be replaced in 2022. What happened Mr G had home care insurance co... (5 pages)View decision -
Decision Reference DRN-5108972
18 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5108972 The complaint Mrs C complains about the quality of flooring that was provided by British Gas Insurance Limited (BGI) following a claim made as a result of an escape of water. What happened Mrs C held a HomeCare cover policy with BGI. She made a claim under the policy for as... (5 pages)View decision -
Decision Reference DRN-5179419
17 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5179419 The complaint Mr M and Mrs Z complain about how British Gas Insurance Limited (BGI) handled and settled a claim they made under their HomeCare policy following an escape of water. What happened Mr M and Mrs Z held a HomeCare policy with BGI, which includes plumbing and drai... (5 pages)View decision -
Decision Reference DRN-3347036
3 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3347036 The complaint Mr O complains that British Gas Services Limited (BG) damaged a filter in his boiler, which they then removed but didn’t directly replace under his HomeCare insurance policy. He feels this contributed to his boiler needing to be replaced. What happened Mr O had Ho... (5 pages)View decision -
Decision Reference DRN0137361
21 Feb 2019 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr P is unhappy with the handling of a claim for his boiler made under a boiler insurance policy with Great Lakes Insurance SE.backgroundI’ve issued two provisional decisions on this matter. I have copied below the main part of the second provisional decision, which sets... (9 pages)View decision -
Decision Reference DRN4777709
13 Jun 2013 St Andrew's Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the way in which St Andrew’s Insurance Plc dealt with their claim, the delays caused and the quality of the repair work carried out by its contractors.backgroundThe details and background to this complaint were set out in my provisional decision which is ... (13 pages)View decision -
Decision Reference DRN-5278464
13 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5278464 The complaint Mr T has complained about a transfer of his two Phoenix Life Limited (Phoenix Life) personal pension policies to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now ap... (16 pages)View decision
