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 DRN-4470243
22 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4470243 The complaint Mr N complains that HSBC UK Bank Plc didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr N bought a boiler costing £1,699.99 with his credit card in July 2021. It was bought at a store and delivered a few day... (7 pages)View decision -
Decision Reference DRN-5187960
4 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5187960 The complaint Miss A complained that Royal & Sun Alliance Insurance Limited (“RSA”) caused her to incur unnecessary repair costs to her boiler and she thought RSA should’ve condemned her boiler and contributed £500 to a new one. RSA were providing a home emergency policy... (2 pages)View decision -
Decision Reference DRN1893604
6 Nov 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMr and Mrs C complain about a boiler and servicing agreement financed by a conditional sale agreement with A Shade Greener (Boilers) LLP trading as A Shade Greener (‘ASG’). Mr and Mrs C are unhappy with various aspects of the installation of the boiler and the service they received from AS... (10 pages)View decision -
Decision Reference DRN1745002
24 Jan 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains British Gas Insurance Limited have declined a claim on his British Gas Homecare policy.backgroundThe previous owner of Mr S’s property had a British Gas boiler installed in 2009. Mr S moved in during 2012 and registered the boiler to his existing Homecare policy.In March 201... (2 pages)View decision -
Decision Reference DRN0938549
8 Nov 2019 A Shade Greener (Boilers) Llp UpheldBanking and creditMrs S has complained that A Shade Greener (Boilers) LLP (“ASGB”) failed to carry out apower flush on her boiler and as a result it is now filling with debris and not working properly.backgroundMrs S took out a conditional sale agreement from ASGB for a boiler, which was installed by ASGB, ... (4 pages)View decision -
Decision Reference DRN-2722369
29 Mar 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2722369 The complaint Mrs H complained that Royal & Sun Alliance Insurance Plc (RSA) hadn’t told her that action needed to be taken following her most recent annual boiler service, that it charged her £60 excess in error and that it changed her policy terms without letting her know... (5 pages)View decision -
Decision Reference DRN-2822928
6 Aug 2021 British Gas Services Limited Not upheldInsuranceDRN-2822928 The complaint Mr B is complaining about the service provided by British Gas Services Limited (BG) under a boiler service contract. What happened In 2018 Mr B bought “Homecare” insurance through British Gas. The policy was renewed twice over the following years. Under the terms ... (3 pages)View decision -
Decision Reference DRN3596048
6 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. backgroundMr O held a central heating insurance policy with British Gas for a property he lets out, which includes an annual service o... (3 pages)View decision -
Decision Reference DRN1944725
20 Jun 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr Y complains that Royal & Sun Alliance Insurance Plc (“RSA”) says that it won’t replace his boiler under his home emergency insurance policy. backgroundMr Y has a home emergency policy with RSA. He rang it in July 2018, because he had no hot water. An engineer... (6 pages)View decision -
Decision Reference DRN2833914
27 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited’s (BG) didn’t repair her boiler under her Home Care insurance policy. My references to BG include its agents.backgroundMs S’ boiler failed and BG’s engineers told her it couldn’t be repaired as the part that needed r... (2 pages)View decision