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-1464319
17 Apr 2020 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-1464319 The complaintMr N is unhappy with his insurers National Farmers Union Mutual Insurance Society Limited (NFUM), who declined his claim under his home contents insurance for a boiler breakdown. What happenedIn September 2019, Mr N contacted NFUM following his boiler breaking down... (2 pages)View decision -
Decision Reference DRN4341494
29 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains about The Society of Lloyd’s delays in resolving a claim for the breakdown of a boiler at his tenanted property, under his ‘Home Emergency Solutions’ insurance policy. backgroundOn 1 March 2013, Mr L registered a claim with Lloyd’s as the boiler at his tenanted property... (3 pages)View decision -
Decision Reference DRN-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision -
Decision Reference DRN3655449
21 Sep 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with Aviva Insurance Limited’s handling of his claim for a damaged boiler under his home insurance policy.backgroundMr M made a claim for his damaged boiler. Things went wrong and Mr M ended up with two complaints with this service - one was with a diff... (2 pages)View decision -
Decision Reference DRN7446473
12 Dec 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs F and Mr L’s complaint relates to Inter Partner Assistance SA’s (IPA) decision not to cover the cost of their replacement room temperature thermostat after they believe its engineers caused it to breakdown. backgroundMrs F holds a home emergency insurance policy, underwritten by I... (2 pages)View decision -
Decision Reference DRN4462060
11 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M, on behalf of A – a limited company – is complaining that British Gas Insurance Limited mis-sold a Homecare policy to cover one of A’s boilers.backgroundA’s boiler broke down so British Gas was asked to repair it under A’s Homecare policy. But the part required ... (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 DRN-3215259
15 Dec 2021 Astrenska Insurance Limited Not upheldInsuranceDRN-3215259 The complaint Mr P complains that when Astrenska Insurance Limited repaired a leak from his boiler they didn’t replace his electronic scale inhibitor. What happened Mr P has heating, plumbing, wiring and emergency cover for his boiler underwritten by Astrenska. On 24 March 2021... (3 pages)View decision -
Decision Reference DRN4427884
12 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about British Gas Insurance Limited’s handling of a claim under her policy, as well as its decision to reduce her level of cover. The background to this complaint and my provisional findings were set out in my provisional decision of July 2015 as follo... (4 pages)View decision -
Decision Reference DRN4263900
14 Feb 2020 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mrs L’s complaint is about the service provided by Great Lakes Insurance SE in relation to a central heating insurance policy.backgroundIn late 2018, Mrs L applied for the central heating insurance policy with Great Lakes. The policy requires an initial inspection of the boiler to ensure t... (3 pages)View decision