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-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 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 -
Decision Reference DRN4955755
30 Jun 2015 TSB Bank plc UpheldBanking and creditMr H complains about the information given to him by TSB Bank plc when they sold him a packaged bank account in 2007. backgroundThere was a monthly fee for the packaged account and it came with a range of benefits, which at the time included home emergency cover. Mr... (2 pages)View decision -
Decision Reference DRN3383518
6 Jul 2020 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs A complains the Society of Lloyd's (‘SoL’) delayed her landlord insurance claim, for fire damage to a property she owned. She says she suffered financial losses and upset as a result.backgroundIn October 2017, Mrs A made a claim on her landlord insurance policy for fire damaged. I... (3 pages)View decision -
Decision Reference DRN-3960193
13 Jun 2023 V12 Retail Finance Limited UpheldConsumer CreditDRN-3960193 The complaint Mr P complains that the boiler system financed by a fixed sum loan agreement provided by V12 Retail Finance Limited hasn’t been correctly installed and is too technical for his needs. He says he was pressured into the agreement. This complaint has been raised by M... (5 pages)View decision -
Decision Reference DRN3506317
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold his home emergency insurance policy with British Gas Insurance Limited. backgroundMr R complained to BG that he’d been mis-sold his policy for the year from May 2015 to May 2016. And, being unhappy with its response, he complained... (2 pages)View decision -
Decision Reference DRN8226671
31 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains that a long delay in repairing her boiler caused by British Gas Insurance Limited (“BGI”) has caused water damage in her home.background Mrs J had a HomeCare Two boiler insurance policy with BGI. She said that around four years ago, she noticed a leak ... (3 pages)View decision -
Decision Reference DRN0644863
28 Aug 2014 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms T complains about Inter Partner Assistance SA’s (’IPA’) decision to decline a claim under her home emergency insurance policy. backgroundIn December 2012, Ms T registered a claim under her home emergency insurance policy because of a problem with her boiler. IPA arranged for an enginee... (2 pages)View decision -
Decision Reference DRN4305101
19 Jul 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs O are unhappy with UK Insurance Limited’s (UKI) handling of their claim for a boiler fault during the months of October to December 2010. backgroundThis complaint arises from the trouble Mr and Mrs O have had with their boiler and the fact that UKI has not handled their cla... (2 pages)View decision -
Decision Reference DRN9671674
29 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about the compensation British Gas Services Limited has offered him for the service he received under a home care insurance policy.backgroundMr G called British Gas on 1 January 2016 to say his hot water was only working intermittently. Apparently,... (2 pages)View decision