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 4078 results
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Decision Reference DRN-2726038
22 Apr 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2726038 The complaint Mr J complains of poor workmanship when having his boiler fixed by Great Lakes Insurance SE caused damage to his kitchen cupboards and appliances. Reference to Great Lakes includes parties acting on its behalf in relation to the claim and the complaint. What happ... (3 pages)View decision -
Decision Reference DRN5378642
27 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr P has complained Barclays Bank PLC misled him when he tried to take out their Home Protection Pack.backgroundWhen Mr P’s boiler broke down, he was upset he had to pay a £50 excess and costs for parts that were needed to repair it. He complained Barclays should... (2 pages)View decision -
Decision Reference DRN-3686039
29 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3686039 The complaint Mrs H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service provided following the claim she made on her boiler emergency cover insurance policy. What happened On 3 November 2021, Mrs H contacted AIL to make a claim on her insurance policy ... (3 pages)View decision -
Decision Reference DRN7341625
18 Jul 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr H complains that Great Lakes Reinsurance (UK) SE gave poor service under his home emergency insurance.backgroundMr H had home emergency insurance in the name of an insurance intermediary. Great Lakes was the insurer responsible for dealing with claims. Where I refe... (2 pages)View decision -
Decision Reference DRN-5133664
14 Nov 2024 British Gas Services Limited UpheldInsuranceDRN-5133664 The complaint Mr S complains about the service he received from British Gas Services Limited (“BGS”). What happened In February 2023, BGS sent an engineer to Mr S’s home to fix a leaking radiator valve. The heating system comprised a header tank in the loft and Mr S says the... (7 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 -
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 DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (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 DRN7004387
30 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs L has complained about the handling of a claim by Inter Partner Assistance SA (‘IPA’) under the home emergency section of her home insurance policy.backgroundMrs L contacted IPA when her boiler stopped working. IPA’s appointed engineer diagnosed the boiler as havi... (3 pages)View decision