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 4080 results
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Decision Reference DRN-4288913
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4288913 The complaint Mr M complains about the way that U K Insurance Limited (“UKI”) dealt with a claim he made under his home emergency insurance policy. Reference to UKI includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so ... (3 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-5056121
4 Oct 2024 Amtrust Europe Limited UpheldInsuranceDRN-5056121 The complaint Mr S complains about Amtrust Europe Limited (“Amtrust”) for the way it handled his boiler breakdown at his holiday home. He wants Amtrust to increase its offer of compensation for his distress and inconvenience. What happened Mr S owns a holiday home, not far f... (3 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 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 DRN1371472
1 Feb 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss D complains that Inter Partner Assistance SA (IPA) only completed a temporary repair to her boiler, and disposed of the part that needs to be replaced for the boiler to be repaired properly. She’s also unhappy that the engineer didn’t tell her a full repair w... (3 pages)View decision -
Decision Reference DRN-5504127
7 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5504127 The complaint Ms H complains that after making a claim on her home insurance policy, Royal & Sun Alliance Insurance Limited (‘RSA’) didn’t cover all the damage she claimed for and caused more damage while carrying out repairs. What happened The events of this claim will ... (5 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 DRN-4222755
28 Jul 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4222755 The complaint Ms G and Mr K complain about Royal & Sun Alliance Insurance Limited’s handling of a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Ms G and ... (4 pages)View decision -
Decision Reference DRN2408122
24 Mar 2018 Ikano Bank AB (publ) UpheldBanking and creditMrs P complains about the poor installation service she received in respect of a central heating boiler and radiators, the purchase and installation of which were financed by Ikano Bank AB (publ) (“Ikano”). She brings this complaint under section 75 of the Consumer ... (5 pages)View decision