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 DRN0157013
7 Oct 2015 Corgi Homeplan Ltd UpheldInsurance (excluding PPI)Mr M’s complaint, in summary, is that Corgi Homeplan Ltd did not deal with the problem he had with his boiler satisfactorily. He says that he suffered avoidable costs, distress and inconvenience as a result.backgroundIn August 2014, Corgi carried out an annual servi... (2 pages)View decision -
Decision Reference DRN-3765691
13 Dec 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3765691 The complaint Ms G complains Aviva Insurance Limited didn’t deal with her plumbing and heating cover fairly and reasonably. Aviva Insurance Limited, as the underwriter of the insurance contract, is responsible for this complaint. HomeServe administers the contract. For ease I’l... (2 pages)View decision -
Decision Reference DRN-3351995
4 Mar 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3351995 The complaint Mr I complains that a new boiler was not installed with reasonable care and skill. Because the installation was paid for with credit provided by Creation Consumer Finance Ltd, he says that it is equally liable with the supplier to put things right. What happened I... (2 pages)View decision -
Decision Reference DRN9881610
21 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited failed to properly repair a leak under a landlord’s home care policy.backgroundIn May 2015 Mrs C reported a leak at a property she rents out to British Gas. Water was coming through the kitchen ceiling from the bathro... (2 pages)View decision -
Decision Reference DRN-5145995
14 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5145995 The complaint Mr H has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home emergency policy. What happened Mr H contacted Accredited to deal with a leak from a pipe. Accredited sent a plumber, who visited the following day. ... (4 pages)View decision -
Decision Reference DRN-5415821
9 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5415821 The complaint Mr D is unhappy with the service that he received from British Gas Insurance Limited (‘BG’) when a fault was discovered with his boiler during the annual boiler service and gas safety certification under his HomeCare insurance cover. In particular, Mr D wasn’t ... (3 pages)View decision -
Decision Reference DRN3108263
25 Nov 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mr T complains about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A.’s delays in dealing with his claim under his home emergency insurance policy. All references to Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (‘Mapfre’) include its app... (2 pages)View decision -
Decision Reference DRN4675099
11 Nov 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr C complains that Inter Partner Assistance SA (“IPA”) was slow to arrange for his boiler to be repaired, and then overcharged him.backgroundMr C had a home emergency insurance policy which was underwritten by IPA. In January 2014, his central heating boiler became noisy so that he had ... (2 pages)View decision -
Decision Reference DRN-2454340
24 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2454340 The complaint Mr D’s complaint is about the service provided under his central heating and plumbing policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in November 2020, part of which is copied below: “Mr D has held a policy w... (5 pages)View decision -
Decision Reference DRN5414519
19 Nov 2018 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim under his home emergency section of his home insurance policy with Admiral Insurance Company Limited. Mr H says that the policy was mis-sold to him.backgroundOn 5 January 2018, Mr H purchased the ‘Platinum’ home insura... (3 pages)View decision