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 DRN4000239
23 Jun 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms J complains about the service she received from Inter Partner Assistance SA under her home emergency insurance policy.backgroundMs J reported that she had no hot water and IPA attended. Repairs were carried out and Ms J paid a contribution of £293.84, because the cos... (2 pages)View decision -
Decision Reference DRN-5363927
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5363927 The complaint Mr C complains about the way British Gas Insurance Limited have handled his claim under his homecare plan. What happened Mr C has a homecare plan with British Gas. Which (amongst other things) covers him for repair of his boiler and plumbing system, when it sto... (2 pages)View decision -
Decision Reference DRN-3879852
11 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3879852 The complaint Mrs G complains about the service she received from British Gas Insurance Limited under her HomeCare policy after she purchased a new boiler and water cylinder. What happened Mrs G holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to ... (4 pages)View decision -
Decision Reference DRN3306701
12 Jun 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr T complains that Amtrust International Underwriters Ltd declined to attend a claim for the boiler at Mrs N’s property as he was not the policyholder.backgroundMr T contacted Amtrust in November 2012 as the boiler at Mrs N’s property had broken down. During the call, Mr T made Amtrust... (2 pages)View decision -
Decision Reference DRN9112743
17 Sep 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms M complains about the delays in Inter Partner Assistance SA (IPA) repairing her boiler and that as a consequence her live-in tenant filed a court action.backgroundMs M contacted IPA on 29 October 2013 as her boiler had broken down. An engineer attended on 30 October ... (2 pages)View decision -
Decision Reference DRN-1820182
7 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1820182The complaintMr P complains about his insurers Aviva Insurance Limited (Aviva), who wanted to charge him an excess policy fee under his home emergency policy. He thought that there should be no excess charge for a new call out as he believed it was a follow up repair. What happe... (3 pages)View decision -
Decision Reference DRN-1477011
10 Aug 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1477011The complaintMr K is unhappy with Royal and Sun Alliance Insurance PLC (RSA), for delays claimed under his home emergency policy, for a boiler breakdown. What happenedIn April 2019, Mr K reported that his boiler had broken down. RSA sent an engineer the same day to fix it. The e... (3 pages)View decision -
Decision Reference DRN-2426228
19 Apr 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2426228 The complaint Mr A complains that Hitachi Capital (UK) plc, trading as Hitachi Personal Finance, won’t refund to him the money that he paid for a boiler using a fixed sum loan agreement. What happened Mr A entered into a fixed sum loan agreement with Hitachi Personal Finance, t... (2 pages)View decision -
Decision Reference DRN7385437
16 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J are unhappy about how British Gas Insurance Limited (“British Gas”) has dealt with them in relation to their HomeCare agreement.backgroundMr and Mrs J’s problems started after they had a new boiler installed in 2002. There were many problems, callouts and ... (2 pages)View decision -
Decision Reference DRN6709287
27 Jun 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B have complained about the compensation offered by UK Insurance Limited (“UKI”) in relation to the handling of their claim following an escape of water at their property.background In late 2012, Mr and Mrs B made a claim to UKI following an escape of water at their home. UK... (2 pages)View decision