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 DRN3212740
27 Mar 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance SA (IPA) failed to repair his boiler and that the delays involved caused further damage.backgroundMr L contacted IPA on 1 October 2012 as a leak he had noticed in the second week of September 2012 had got worse and had started to cause his hea... (3 pages)View decision -
Decision Reference DRN7818655
23 Sep 2014 A Shade Greener (Boilers) Llp UpheldBanking and creditMr C has complained that A Shade Greener (Boilers) LLP has not installed his new boiler to a suitable standard. He has paid for the boiler and installation under a conditional sale agreement.backgroundMr C entered into a conditional sale agreement in December 2013 for a new boiler and its ... (2 pages)View decision -
Decision Reference DRN-3192421
17 Jan 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3192421 The complaint Mr P complains about Aviva Insurance Limited’s handling of his claim about his boiler under his home emergency policy. What happened In April 2021 Mr P had his boiler serviced. The engineer identified a problem with the boiler and carried out some repairs. This wo... (3 pages)View decision -
Decision Reference DRN3441973
9 Jan 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMrs S and Mrs S complain about a boiler that was supplied to them under a conditional sale agreement with A Shade Greener (Boilers) LLP (‘ASG’).backgroundMrs S and Mrs S entered into a regulated conditional sale agreement with ASG on 24 May 2016 for the supply and installation of a domesti... (5 pages)View decision -
Decision Reference DRN-3484723
21 Jun 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3484723 The complaint Mr W is unhappy with how A Shade Greener (Boilers) LLP (ASG) carried out its obligations to maintain a boiler it supplied to him under a conditional sale agreement. What happened In 2013, Mr W entered into a regulated conditional sale agreement with ASG for the su... (4 pages)View decision -
Decision Reference DRN-4660909
13 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4660909 The complaint Mr N and Mrs P complained that Amtrust Europe Limited (“Amtrust”) failed in repairing their boiler under a home emergency policy and their poor judgement led to Mr N and Mrs P incurring unnecessary charges. What happened Mr N and Mrs P made a claim when their boil... (3 pages)View decision -
Decision Reference DRN3954364
22 Nov 2013 Santander Cards UK Limited Not upheldBanking and creditMrs F complains that Santander Cards UK Limited will not pay a claim she has made in relation to goods that she bought with her Santander credit card. She also complains about the standard of Santander’s handling of her complaint.background Mrs F bought a condensing boiler, using her cre... (2 pages)View decision -
Decision Reference DRN-3561360
28 Jun 2022 British Gas Insurance Limited UpheldInsuranceDRN-3561360 The complaint Mr N complains British Gas Insurance Limited breached his home emergency insurance contract with them when advising him to replace his boiler. What happened I issued a provisional decision, setting out what’s happened, and what I thought about that. I’ve copied th... (6 pages)View decision -
Decision Reference DRN-5734888
30 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5734888 The complaint Mrs A and Mr A complain about British Gas Insurance Limited (“British Gas”) for issues surrounding the installation and subsequent repair of their boiler. They want British Gas to replace their boiler with a new boiler. What happened Mrs A and Mr A purchased a ... (3 pages)View decision -
Decision Reference DRN2732680
2 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms Y has complained about the way British Gas Insurance Limited handled her claim under her home emergency insurance policy.backgroundI issued a provisional decision on 18 April 2019, a copy of which is included at the end of this decision. In this, I set out the bac... (5 pages)View decision