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 4080 results
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Decision Reference DRN8909126
30 Oct 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain that Homeserve Membership Limited cancelled their central heating boiler insurance.backgroundMr and Mrs T used to have cover from the boiler manufacturer – until Homeserve provided cover. Mr and Mrs T complained that – some years later – Homeserve ... (2 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN-4346778
13 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4346778 The complaint Mr and Mrs C complain about the way UK Insurance Limited handled a home emergency claim. Any reference to UKI includes the actions of its agent. For ease of reading, I’ve referred to Mr C throughout my decision. What happened The events of this complaint are well-... (3 pages)View decision -
Decision Reference DRN2063611
29 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R’s complaint is about the service provided by British Gas Insurance Limited in relation to his home central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This i... (4 pages)View decision -
Decision Reference DRN0370173
5 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms A complains about how British Gas Insurance Limited (BG) dealt with her heating system fault under her home care insurance policy. She’s also unhappy with how BG dealt with her complaint.Ms A will see that this decision is about a different part of British Gas... (4 pages)View decision -
Decision Reference DRN-5142236
3 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5142236 The complaint Miss P complains that the installation of a new boiler at her property, financed by a fixed sum loan agreement provided by Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF), wasn’t undertaken with reasonable care and skill. What ha... (3 pages)View decision -
Decision Reference DRN-2311793
11 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2311793 The complaint Mrs O complains Aviva Insurance Limited’s handling of her claim under her boiler cover policy. The details of this complaint are well known to both parties, so I won’t repeat them here. Instead I’ll focus on giving my reasons for my decision. All references to Avi... (2 pages)View decision -
Decision Reference DRN8003637
25 Apr 2018 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mrs T has complained through her representative that Great Lakes Insurance SE unfairly refused to cover the cost of a repair to her boiler under a home emergency insurance policy. background Mrs T had an annual home emergency insurance policy to cover her boiler. In ... (2 pages)View decision -
Decision Reference DRN-2912897
12 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2912897 The complaint Mr D is unhappy with the way Aviva Insurance Limited (Aviva) handled his claim under his home emergency policy for a boiler fault. What happened Briefly, Mr D claimed under his policy for a boiler fault. Because Aviva couldn’t send anyone out soon enough for him, ... (3 pages)View decision -
Decision Reference DRN-4793758
13 May 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4793758 The complaint Mr S has complained about an annual service carried out by Domestic & General Insurance Plc (D&G) under a home emergency policy. References to D&G includes companies working on its behalf. What happened Mr S’s boiler was serviced by a D&G engineer.... (2 pages)View decision