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 364 results
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Decision Reference DRN3745411
30 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with the repairs U K Insurance Limited (UKI) has done at his property following his claim for water damage on his home insurance.backgroundContractors did poor work so more contractors were put in by UKI. Disputes constantly arose about what work or dama... (4 pages)View decision -
Decision Reference DRN5132482
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about poor customer service by British Gas Insurance Limited (“BGI”) after he called on it under his home emergency insurance policy when he had a gas leak at his house.backgroundI issued a provisional decision on this complaint on 19 September 2019, a copy of which is attac... (6 pages)View decision -
Decision Reference DRN5209185
14 May 2020 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about Ageas Insurance Limited’s offer to cash settle his home insurance claim for damage caused by an escape of water. Mr C’s complaint is brought on his behalf by his son, Mr R.background In April 2018, Mr C made a claim to Ageas under his home insurance following an escape... (4 pages)View decision -
Decision Reference DRN0207202
15 Mar 2021 National House-Building Council Not upheldInsurance (excluding PPI)Ms C and Mr T complain that National House-Building Council (NHBC) haven’t put right various issues at their property, after accepting a claim on their building warranty policy seven years ago. Although the complaint has been brought to us by both Ms C and Mr T, all correspondence has been... (11 pages)View decision -
Decision Reference DRN9266390
4 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a central heating and homeemergency insurance policy with British Gas Insurance Limited. Mrs G is represented by herhusband Mr G, in this complaint.backgroundI issued a provisional decision on this matter in July 2020, part of which ... (5 pages)View decision -
Decision Reference DRN-3441440
16 May 2022 U K Insurance Limited Not upheldInsuranceDRN-3441440 The complaint Mr R complains about U K Insurance Limited’s (UKI) handling of his claim for damage caused by an escape of water under his home insurance policy. What happened In October 2020 Mr R discovered damage to the floor of his summer house bathroom. A section of the floor... (5 pages)View decision -
Decision Reference DRN-4541676
16 Jan 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4541676 The complaint Mr P complains about the quality of goods he bought with a fixed sum loan from Secure Trust Bank Plc trading as V12 Retail Finance Limited (V12) and he’s unhappy with V12’s response to a claim he raised under section 75 of the Consumer Credit Act 1974 (CCA). What ... (4 pages)View decision -
Decision Reference DRN-3227741
18 Jan 2022 American International Group UK Limited Not upheldInsuranceDRN-3227741 The complaint Mr and Mrs D have complained about the insurer American International Group UK Limited (AIG)’s decision to decline a claim they made for water damage under their home and buildings insurance policy. Mr and Mrs D are being represented by a third party Loss Adjuster... (4 pages)View decision -
Decision Reference DRN-3775742
12 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3775742 The complaint Mr B and Mr S complain about how U K Insurance Limited trading as Direct Line (UKI) dealt with a claim on their home insurance policy for damage to their property from a water leak. UKI use agents to administer the policy and to assess claims. Reference to UKI inc... (4 pages)View decision -
Decision Reference DRN-3696776
11 Oct 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3696776 The complaint Miss M complains about the way in which Ageas Insurance Limited handled and settled a claim she made under her home insurance. What happened Miss M held a home insurance policy with Ageas Insurance Limited, which covered damage to buildings and contents. On 22 Sep... (5 pages)View decision