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 4027 results
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Decision Reference DRN4613022
25 May 2016 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mrs E complains about the way Homeserve Membership Limited dealt with a claim on a home emergency policy.backgroundIn January 2015 Mrs E made a claim when her boiler wasn’t working properly. Homeserve arranged for an engineer to visit and he replaced a defective par... (2 pages)View decision -
Decision Reference DRN-5074347
29 Oct 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5074347 The complaint Mr B is unhappy that Evolution Insurance Company Limited (“Evolution”) didn’t repair his boiler under his home breakdown policy. Any reference to Evolution includes its agents. What happened The background to this complaint is well-known to both parties. So, I’... (3 pages)View decision -
Decision Reference DRN4012407
23 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss H complains that British Gas Insurance Limited (British Gas) told her to buy a new boiler when it wasn’t needed under her homecare agreement.Mr C has dealt with the complaint throughout on Miss H’s behalf. backgroundMs H and Mr C live together. Their boiler is ... (3 pages)View decision -
Decision Reference DRN-3547486
27 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3547486 The complaint Mr P complains that British Gas Insurance Limited (BG) provided poor service under his HomeCare policy with them. He feels this led to the failure of his boiler. He’d like full compensation for the new boiler. And a full refund of his HomeCare premium for the year... (5 pages)View decision -
Decision Reference DRN-1739722
17 Apr 2020 Amtrust Europe Limited UpheldInsuranceDRN-1739722 The complaintMrs W complains about the way AmTrust Europe Limited (AmTrust) handled claims she made on a home services policy and about the service she’s received from it. What happenedMrs W had a home services contract, underwritten by AmTrust, which offered her heating cover ... (4 pages)View decision -
Decision Reference DRN-4029667
16 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4029667 The complaint Ms B complains about Aviva Insurance Limited’s handling of a claim on her home emergency insurance. Aviva is the underwriter of this policy (the insurer), so Ms B’s complaint is against Aviva. Ms B bought her policy through an intermediary. This intermediary admin... (5 pages)View decision -
Decision Reference DRN6234464
4 Sep 2019 MW Heating & Plumbing Limited Not upheldBanking and creditMr F complains about a Green Deal loan provided by MW Heating & Plumbing Limited.Mr F says he wasn’t aware he was taking out a loan. He says he was led to believe he was getting a new boiler free under a government scheme. It was only later that he became aware he was being charged a f... (4 pages)View decision -
Decision Reference DRN-2662646
20 May 2021 Aviva Insurance Limited UpheldInsuranceDRN-2662646 The complaint Mr S’s complaint is about the cancellation of a boiler insurance policy by Aviva Insurance Limited. Aviva Insurance Limited uses agents to deal with claims and complaints on its behalf. Any reference to Aviva in this decision, includes those agents. What happened ... (7 pages)View decision -
Decision Reference DRN-1512565
30 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1512565 The complaintMr W and the Estate of Mrs W complain that British Gas Insurance Limited (BG) has broken their boiler and won’t repair or replace it. This left them without heating and hot water over winter. Mr W and Mrs W took out a home emergency insurance with BG in November 20... (3 pages)View decision -
Decision Reference DRN3026506
29 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms B’s complaint is about the handling of a claim under her central heating insurance policy with Royal & Sun Alliance Insurance Plc (“RSA”).backgroundMs B has held the policy with RSA for a number of years. She made a claim under the policy in December 2018, as her boiler was leaking ... (3 pages)View decision