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 DRN9173486
31 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr J complains that he has not received a manufacturer’s warranty for a new boiler that he bought using finance on his Barclaycard. Furthermore he has had to pay £210 for a service which was part of the supplier agreement but that was not carried out within a reasonable time. He says ... (2 pages)View decision -
Decision Reference DRN-3878372
4 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3878372 The complaint Mr H complains about British Gas Insurance Limited (“British Gas”) for failing to identify extensive corrosion to his water tank. He wants British Gas to refund his premiums for at least 3 years. What happened Mr H has an older style boiler, which ceased productio... (3 pages)View decision -
Decision Reference DRN-3473546
19 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3473546 The complaint Mrs C complains British Gas Insurance Limited (BGI) has unfairly declined a claim she’s made on her Homecare boiler insurance policy and provided her with poor customer service. What happened The background to this complaint is well known to the parties and has be... (3 pages)View decision -
Decision Reference DRN0055722
16 Apr 2018 Legal Insurance Management Ltd UpheldInsurance (excluding PPI)Miss H complains about Legal Insurance Management Ltd (LIM)’s handling of her claim for a boiler repair.backgroundIn October 2016 Miss H reported problems with her boiler and LIM sent an engineer who identified a problem with the diverter. The engineer purported to re... (3 pages)View decision -
Decision Reference DRN2695690
20 Aug 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that U K Insurance Limited (“UKI”) wouldn’t meet the cost of repairing his central heating boiler under his home emergency insurance policy, because it said it was beyond economic repair (“BER”).backgroundMr D had the benefit of a home emergency insurance... (2 pages)View decision -
Decision Reference DRN6890002
21 Jan 2019 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Mr N complains that an engineer appointed by Ambant Underwriting Services Limited (“Ambant”), failed to carry out a service to his boiler.backgroundMr N took out CORGI HomePlan cover, underwritten by Ambant, in November 2016. The cover provided a service of Mr N’s boil... (2 pages)View decision -
Decision Reference DRN0821785
21 Nov 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss R complains about poor service by Inter Partner Assistance SA (“IPA”) under her central heating breakdown insurance policy, which was underwritten by IPA. background IPA carried out some work on Miss R’s boiler at the beginning of December 2015. At the end of Dec... (2 pages)View decision -
Decision Reference DRN4041762
15 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Miss B say that British Gas Insurance Limited has failed to properly maintain their boiler, under a central heating insurance policy, which has resulted in them having to pay significantly higher gas bills. background Mr and Miss B have a ‘Homecare’ agreemen... (2 pages)View decision -
Decision Reference DRN9254232
12 Jun 2017 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Mr M complains about Ambant Underwriting Services Limited’s service under his home care insurance policy.My references to Ambant include its agents.backgroundIn December 2015 Mr M took out home care insurance with the understanding that he’d receive a boiler service and ... (3 pages)View decision -
Decision Reference DRN5622772
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited gave him poor service under a boiler insurance policy. backgroundBritish Gas did an annual service of Mr T’s boiler in June 2012. About a year later, British Gas said that the exhaust flue was severely corroded. Its engineer said Mr T’s bo... (2 pages)View decision