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 DRN-3174568
23 Nov 2021 Amtrust Europe Limited UpheldInsuranceDRN-3174568 The complaint Mr A complains about AmTrust Europe Limited’s (AmTrust) handling of his claim under his home emergency insurance. The underwriter for the policy is AmTrust. What happened Mr A had home emergency cover which covered his boiler for breakdowns as well as provided for... (4 pages)View decision -
Decision Reference DRN-2443037
4 Feb 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2443037 The complaint Mrs D has complained about the service she received from Aviva Insurance Limited (Aviva) after her boiler developed a fault. What happened Mrs D has had a HomeServe home emergency policy with Aviva for a number of years. She contacted it on 16 December 2019 becaus... (3 pages)View decision -
Decision Reference DRN-5897927
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897927 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) declined his claim against it under Section 75 of the Consumer Credit Act 1974 (s.75). What happened In December 2024, Mr M used his credit card with Barclaycard to fund the i... (4 pages)View decision -
Decision Reference DRN7338368
19 Oct 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)The length of time taken for Aviva Insurance Limited to settle Mr F’s claim for a broken boiler under his boiler breakdown insurance policy.backgroundMr F told Aviva that his boiler had broken and that he had no heating or hot water (I’ll refer to this as “the firs... (2 pages)View decision -
Decision Reference DRN-4886837
3 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4886837 The complaint Mr G complains Creation Consumer Finance Ltd (“Creation”) hasn’t treated him fairly in connection with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to Mr G’s complaint, and my initial findings on it, can... (9 pages)View decision -
Decision Reference DRN1400451
5 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss O has complained about British Gas Insurance Limited’s failure to identify a problem with a flue on her boiler during its annual service and during its subsequent repair which caused it to fail, leaving the boiler beyond economic repair. Miss O was also unhappy with the poor servic... (2 pages)View decision -
Decision Reference DRN5889655
25 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited did not identify sooner a design fault in her central heating which led to her boiler needing to be replaced. backgroundI issued a provisional decision on this case in July 2015, an extract from which is copied bel... (3 pages)View decision -
Decision Reference DRN2466591
13 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about the service provided by British Gas Insurance Limited in relation to a home emergency insurance policy.Some of our correspondence has bene with Mr P’s wife, on his behalf, but for ease I will just refer to Mr P in my decision.backgroundMr P held a “gas appliance check”... (2 pages)View decision -
Decision Reference DRN4559653
9 Mar 2020 Green Hut Energy Ltd UpheldBanking and creditComplaintMr K has complained that he was mis-sold a fixed sum loan by Green Hut Energy Ltd. The loan was provided under the Green Deal scheme to finance the installation of a boiler in his home. BackgroundMr K has said that he is disabled and is on a fixed income. In 2017, he was consideri... (6 pages)View decision -
Decision Reference DRN5989997
3 May 2016 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mr P complains about the service he received from Great Lakes Reinsurance (UK) SE under his home emergency insurance policy.backgroundMr P complained to Great Lakes that after an engineer attended in November 2015, there were delays in getting parts which needed replac... (2 pages)View decision