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 4027 results
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Decision Reference DRN-5502045
16 May 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5502045 The complaint Mr Z complains about how Evolution Insurance Company Limited (‘Evolution’) handled a claim made on his home emergency insurance policy. What happened Mr Z contacted Evolution in December 2024 to make a claim on his home emergency insurance policy after there w... (3 pages)View decision -
Decision Reference DRN-4581414
22 Mar 2024 A Shade Greener (Boilers) Llp Not upheldConsumer CreditDRN-4581414 The complaint Mr T says A Shade Greener (Boilers) LLP, has treated him unfairly in relation to boiler installation and maintenance agreement. What happened In October 2012 Mr T contracted to have a boiler installed with A Shade Greener (Boilers) LL... (3 pages)View decision -
Decision Reference DRN1578741
10 Jul 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains that Acromas Insurance Company Limited gave him poor service under his home emergency insurance policy.backgroundMr W had home emergency insurance underwritten by Acromas. He complained that his insurer’s engineers damaged his gas central heating boiler. Hi... (3 pages)View decision -
Decision Reference DRN-4127944
27 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4127944 The complaint Ms C has complained that Aviva Insurance Limited won’t meet the costs to replace her boiler. Ms C sought assistance under a Boiler Breakdown cover policy. What happened An engineer attended to repair Ms C’s boiler as she said it wasn’t working properly. The engine... (2 pages)View decision -
Decision Reference DRN-3684995
9 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3684995 The complaint Ms G has complained about the approach taken by Aviva Insurance Limited (‘Aviva’) regarding boiler replacement under her home emergency insurance policy. There are parties connected to Aviva who have been involved in this case, however for ease of reference, I ref... (9 pages)View decision -
Decision Reference DRN8425136
1 Aug 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about the way Aviva Insurance Limited (“Aviva”) handled a claim under her home emergency insurance policy following a water leak under her sink.backgroundIn December 2017, Mrs R took out a home emergency policy underwritten by Aviva. The policy says it... (2 pages)View decision -
Decision Reference DRN2384554
15 May 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss T complains that her replacement boiler – supplied through her gas central heating breakdown insurance policy with Aviva Insurance Limited – doesn’t adequately heat her home.Where I refer to Aviva, this includes their agents and claims handlers. backgroundMiss T h... (2 pages)View decision -
Decision Reference DRN6057954
5 Nov 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains about the HomeCare insurance products British Gas Services Limited arranged for her. She’s said she was paying for two policies when she only needed one, because one of her boilers had been disconnected.backgroundMrs H has two boilers in her house, a... (2 pages)View decision -
Decision Reference DRN-3039119
9 Sep 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3039119 The complaint Ms D complains about the poor service she received from Royal and Sun Alliance Insurance PLC (RSA), following a claim under her home emergency policy. What happened Ms D owned a property that she rented out to tenants. The boiler broke down and RSA were contacted ... (4 pages)View decision -
Decision Reference DRN-2342612
13 Nov 2020 Nationwide Building Society UpheldBanking and PaymentsDRN-2342612 The complaint Mrs B complains that Nationwide Building Society won’t refund a payment she made to purchase a boiler. She brings her complaint under Section 75 of the Consumer Credit Act 1974 (“S75”) What happened In June 2018, Mrs B purchased a boiler from a store abroad using ... (3 pages)View decision