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 4034 results
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Decision Reference DRN-3074604
15 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3074604 The complaint Mr C has complained about how National Westminster Bank Plc (trading as NatWest) has dealt with his claim in relation to a boiler purchased on his credit card. What happened In November 2019 Mr C paid £2,300 for a replacement boiler and installation. The “Job Desc... (5 pages)View decision -
Decision Reference DRN8903082
9 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Insurance Limited dealt with his ‘Homecare’ insurance claim.provisional decision I issued my provisional decision on this case in January 2020, which set out the background to the complaint and what I was minded to decide:“backgroundIn May 2018, Mr H fo... (6 pages)View decision -
Decision Reference DRN-3775548
14 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3775548 The complaint Mr I complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under his home emergency policy. What happened In April 2022, Mr I made a claim on his home emergency policy. He experienced a problem with his boiler and says he was witho... (2 pages)View decision -
Decision Reference DRN-3961875
8 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3961875 The complaint Mr S is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for damage to his boiler. What happened Aviva are the underwriters of this policy. Part of this complaint concerns the actions of the agent, company H. As Aviva have acc... (5 pages)View decision -
Decision Reference DRN9825798
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about the level of service she received from British Gas Insurance Limited after she claimed under a home emergency policy. background In 2013 and 2014 Ms B had problems with the boiler in a property she owns, which she rents out to tenants. She claime... (4 pages)View decision -
Decision Reference DRN-3198816
14 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3198816 The complaint Ms T complains that British Gas Insurance Limited (BG) cancelled her HomeCare policy without telling her. And that they failed to provide an annual service during the period she was on cover. What happened Ms T held a HomeCare package from BG. When her boiler brok... (4 pages)View decision -
Decision Reference DRN1192110
27 Apr 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs S has a home emergency policy with Inter Partner Assistance SA (‘IPA’). She complains that IPA’s engineers caused a water leak, when repairing her boiler. She also says IPA’s call handler was unsympathetic when she complained. I’ll refer to IPA’s agents as IPA.bac... (2 pages)View decision -
Decision Reference DRN5538693
17 Aug 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs R say that Allianz Insurance Plc gave them confusing information about whether it would help them to trace a leak, following problems with their boiler.backgroundMr and Mrs R’s boiler was losing pressure. An engineer said that the boiler was operating p... (2 pages)View decision -
Decision Reference DRN5026396
2 Jul 2013 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Ms J complains about Amtrust International Underwriters Ltd’s delays in resolving a claim for a broken boiler under her home emergency insurance policy. backgroundMs J held a home insurance policy, underwritten by Amtrust. In November 2009, Ms J contacted Amtrust to register a claim und... (3 pages)View decision -
Decision Reference DRN9791930
13 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W’s complaint is about the service provided by British Gas Insurance Limited inrelation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in November 2019, part of which is copied below: “Mr and Mrs W reported that the pressure in the... (3 pages)View decision