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 DRN7685535
17 Mar 2016 AXA Assistance (UK) Limited Not upheldInsurance (excluding PPI)Ms C complains about how AXA Assistance (UK) Limited (“AXA”) handled a claim she made under her home emergency insurance policy.backgroundIn September 2015, Ms C’s central heating boiler broke down and she asked AXA for assistance under her home emergency policy. Ms C ... (2 pages)View decision -
Decision Reference DRN6946395
27 Aug 2014 Astrenska Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that Aria Insurance Limited refuses to give him a £450 discount on the cost of a new boiler, after it declared his boiler beyond economical repair. This discount is in line with his policy terms and conditions. backgroundMr R made a boiler repair claim in 2012. Due to th... (2 pages)View decision -
Decision Reference DRN-3384547
25 Apr 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3384547 The complaint Mrs O complains about the quality of a boiler she financed through a fixed sum loan with Ikano Bank AB (publ) (“Ikano”). What happened I issued my provisional decision about this complaint in February 2022. An extract from that provisional decision is set out belo... (4 pages)View decision -
Decision Reference DRN-4410338
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4410338 The complaint Mr G has complained about the service provided by British Gas Insurance Limited under his central heating insurance policy. What happened Mr G reported a fault with his boiler on 26 September 2022. British Gas sent an engineer out who said an electrician was neede... (4 pages)View decision -
Decision Reference DRN8752714
4 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about British Gas Insurance Limited’s failure to identify a leak in a radiator, causing damage to her parent’s property. The background to this complaint, and my provisional findings, were set out in my provisional decision dated July 2015 as follows:“back... (3 pages)View decision -
Decision Reference DRN-3238583
7 Feb 2022 Zurich Insurance PLC Not upheldInsuranceDRN-3238583 The complaint Ms F is unhappy with the service received from Zurich Insurance PLC (Zurich) following a claim made under her property insurance policy. What happened Ms F is a leaseholder of a flat within a housing development. She pays towards an insurance policy with Zurich as... (5 pages)View decision -
Decision Reference DRN-5173294
12 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5173294 The complaint Mr M and Mrs K – representing the estate of Mrs M – complain about Royal & Sun Alliance Insurance Plc’s (‘RSA’) decision to decline a claim on Mrs M’s home insurance policy. For clarity and ease, I’ll refer only to Mr M throughout this decision rather than... (3 pages)View decision -
Decision Reference DRN7590018
23 Jan 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance S.A. mishandled a claim on his home emergency policy.backgroundMr B had home emergency cover underwritten by IPA. His boiler broke down and he complained about how long IPA took to get it fixed.The adjudicator recommended that the complaint ... (2 pages)View decision -
Decision Reference DRN3840575
11 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W and Mrs R’s complaint is about a boiler and central heating insurance policy held with British Gas Insurance Limited. BackgroundI issued a provisional decision on this matter in September 2019, part of which is copied below: “Mr W and Mrs R have held the policy for a number of years. ... (5 pages)View decision -
Decision Reference DRN-5750128
12 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5750128 The complaint Miss H and Mr H have complained about their home emergency insurer Admiral Insurance (Gibraltar) Limited. They feel it gave them poor service when handling their claim for a boiler, causing costs as well as distress and inconvenience. Miss H has mainly dealt w... (4 pages)View decision