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 247 results
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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-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 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 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 DRN3436118
15 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G’s complaint is about the handling of a claim under a home plumbing and drains insurance policy with British Gas Insurance Limited. backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “Mrs G reported that th... (5 pages)View decision -
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 DRN7569013
3 Feb 2020 HDI Global Specialty SE UpheldInsurance (excluding PPI)Ms M complains about the quality of repairs carried out under her home insurance policy provided by HDI Global Speciality SE (HDI).backgroundMs M holds a home insurance policy provided by HDI. A leak in the bathroom caused damage to the house. She claimed on her policy and HDI’s agents arr... (5 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 DRN2464669
21 Aug 2019 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Ms W is unhappy with her home insurer Lloyds Bank General Insurance Limited in relation to a claim she made to it for storm damage.backgroundMs W’s home was damaged by a storm and Lloyds accepted her claim. There were some problems at the outset but the parties overcame them and the claim ... (10 pages)View decision -
Decision Reference DRN-3370164
28 Mar 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3370164 The complaint Miss T complained that her claim was unfairly declined under her home insurance policy with Admiral Insurance (Gibraltar) Limited (“Admiral”). Miss T was represented by a relative during the complaint, but for ease and to keep my decision clear, I will only refer ... (5 pages)View decision