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 2255 results
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Decision Reference DRN-6022709
30 Jan 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6022709 The complaint Mrs L complains about the way Intact Insurance UK Limited (‘Intact’) dealt with an escape of water claim she made on her home insurance policy. What happened Mrs L raised a claim for an escape of water in July 2021. Intact accepted the claim and carried out re... (6 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 DRN-5611318
20 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5611318 The complaint Mr T complains about the way in which British Gas Insurance Limited (BGIL) dealt carried out an annual boiler service and gas safety check. He’s unhappy about the service he received from its engineers. And he complains that BGIL unfairly increased his HomeCare... (6 pages)View decision -
Decision Reference DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 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 DRN-5592874
30 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5592874 The complaint Ms P believes Moneybarn No.1 Limited (Moneybarn) have acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. Ms P also feels Moneybarn have not dealt appropriately with her request for assistance after she fell into financial... (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 -
Decision Reference DRN-5282189
13 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282189 The complaint Mr T has complained about a transfer of his Zurich Assurance Limited (Zurich) personal pension to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in an overseas property development with The Resort Group (TRG)... (20 pages)View decision -
Decision Reference DRN-3062013
30 Sep 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-3062013 The complaint Miss B complains that Hitachi Capital (UK) Plc won’t replace a boiler which she says is faulty. What happened In 2019 Miss B bought a new boiler, which she paid for with a fixed sum loan from Hitachi. The boiler was provided by a third party, which sub-contracted ... (3 pages)View decision