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
-
Decision Reference DRN4467803
12 Apr 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs S complain that Royal & Sun Alliance Insurance plc should pay for a repair under a home emergency policy.backgroundMr and Mrs S have home emergency insurance in the name of a bank. RSA is the insurer responsible for dealing with claims. Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN-5251241
11 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5251241 The complaint Mr D complains about the way Mitsubishi HC Capital UK PLC trading as Novuna (‘Novuna’), handled his claim for a refund. What happened In January 2024, Mr D took out a fixed term loan agreement with Novuna of just over £4,000 to fund the cost of the supply and i... (2 pages)View decision -
Decision Reference DRN8073530
16 Apr 2015 Clydesdale Financial Services Limited UpheldBanking and creditMr N has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, has continued to chase him for repayment of a fixed-sum loan when he believes it was cancelled within the initial 14-day period.background Mr N bought a new boiler in Ja... (3 pages)View decision -
Decision Reference DRN8673139
5 Sep 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs P complain that Inter Partner Assistance S.A. gave poor service under their home emergency insurance.backgroundMr and Mrs P called their insurer for help with their central heating boiler. They complained about the response.Our investigator recommended that ... (2 pages)View decision -
Decision Reference DRN-4000607
13 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4000607 The complaint Miss L has complained about British Gas Insurance Limited’s (British Gas’) failure to provide a boiler service. She has also complained about the poor customer service she received from British Gas, in relation to her HomeCare Policy. What happened On 23 March 202... (3 pages)View decision -
Decision Reference DRN8720058
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited gave her incorrect advice and caused her to be without a working boiler between September 2011 and April 2012.background Ms B holds an agreement, underwritten by British Gas Insurance Limited. In September 2011 Ms B’s boiler began leaki... (2 pages)View decision -
Decision Reference DRN8770675
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain about work carried out to their boiler and wiring by British Gas Insurance Limited under their HomeCare policy. They also complain that British Gas Insurance Limited continued to take premiums for Home Electrical cover after it was removed from the policy.background... (2 pages)View decision -
Decision Reference DRN5904545
5 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the service he received from Aviva Insurance Limited under his home emergency insurance policy.backgroundMr R complained to Aviva about various aspects of the service he’d received from it in relation to problems with his heating system. Aviva acknow... (2 pages)View decision