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 DRN1682918
23 Sep 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms G is unhappy with the amount of compensation Aviva Insurance Limited has offered her following a claim on her home insurance policy.background In September 2015 Ms G made an escape of water claim on her home insurance policy. Pipes in her bathroom had been leakin... (5 pages)View decision -
Decision Reference DRN7875155
1 Aug 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs H complains that Amtrust Europe Limited acted unfairly and unreasonably when dealing with her boiler. She wants compensation.backgroundMrs H had a home emergency policy with Amtrust, which covered her boiler and central heating. She said that Amtrust failed to properly investigate and ... (2 pages)View decision -
Decision Reference DRN-5583276
1 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5583276 The complaint Mr A complains about the quality of repair work undertaken and the service provided by Aviva Insurance Limited after he experienced an escape of water. What happened Mr A held a policy, which covered his gas central heating system for breakdown and repairs. Th... (4 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision -
Decision Reference DRN7626749
29 Jan 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J complains about the length of time it took Acromas Insurance Company Limited (“Acromas”) to repair her central heating boiler when she made a claim under her home emergency insurance policy.backgroundMiss J had home emergency cover with Acromas through her bank ... (2 pages)View decision -
Decision Reference DRN0891204
2 Dec 2014 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr M complains that Homeserve Membership Limited did not treat him fairly in relation to a home emergency policy.backgroundMr M complained when Homeserve said it could not repair his boiler and he had to buy a new one.The adjudicator did not recommend that the complaint should be upheld... (1 page)View decision -
Decision Reference DRN-4207421
27 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4207421 The complaint Mrs W complains about British Gas Insurance Limited’s (BG) level of service, following a claim on her home emergency policy. What happened Mrs W contacted BG as her boiler had broken down. She obtained an appointment online, and was given the earliest available da... (4 pages)View decision -
Decision Reference DRN-3829851
9 Jan 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-3829851 The complaint Miss H complains about Alwyn Insurance Company Limited (Alwyn) who failed to send her, her policy documents and later declined a claim under her home insurance policy. What happened Miss H held a commercial home insurance policy with Alwyn, which included cover fo... (2 pages)View decision -
Decision Reference DRN7550781
6 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank plc will not refund £2,000 he paid, using his Lloyds Bank credit card, for plumbing materials, which he says he did not receive. He brings his complaint under section 75 of the Consumer Credit Act 1975.backgroundIn July 2013, Mr H engaged a plumber to do ... (2 pages)View decision -
Decision Reference DRN-1963952
11 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1963952The complaintMr J complains that British Gas Services Limited failed to service his boiler within the timescales agreed in his insurance contract. What happenedMr J had a Homecare agreement with British Gas which he renewed annually. As part of this policy British Gas agreed to ... (2 pages)View decision