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 DRN5699024
26 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under his home care insurance policy.backgroundMr S owns a property which he lets to tenants. He had British Gas insurance cover which included the central heating boiler. The policy covered repair... (2 pages)View decision -
Decision Reference DRN-2401043
22 Mar 2021 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-2401043 The complaint Mr F and his brother Mr F complain on behalf of their father the late Mr F that he was mis- sold a finance agreement for a new boiler by Ikano Bank AB (publ). What happened In early 2019, the late Mr F was diagnosed with a terminal illness. In September 2019, Mr F... (2 pages)View decision -
Decision Reference DRN9243183
14 Sep 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the service provided by Royal & Sun Alliance Insurance Plc (“RSA”) following a claim under their home emergency insurance policy when their boiler broke down.backgroundMr and Mrs M have a home emergency boiler via a bank account, the ... (3 pages)View decision -
Decision Reference DRN2177180
29 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr P had British Gas insurance for his central heating boiler – which was in a cupboard. About six weeks after British Gas did some work on the boiler... (2 pages)View decision -
Decision Reference DRN-3358470
21 Apr 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3358470 The complaint Miss C complains about Inter Partner Assistance SA’s (Inter) handling of her claim under her home emergency policy. What happened Miss C’s central heating broke down. She made a claim to Inter and it sent an engineer to inspect the problem in October 2020. A fault... (3 pages)View decision -
Decision Reference DRN-5682861
13 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5682861 The complaint Mr A has complained about the service provided by Inter Partner Assistance SA (‘IPA’) under his home emergency policy. For the avoidance of doubt, the term ‘IPA’ includes reference to IPA’s contractors for the purposes of this decision letter. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4578592
1 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4578592 The complaint Mrs F has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs F contacted British Gas to repair the gas pipework in her home. An engineer visited and found that Mrs F’s property was a... (3 pages)View decision -
Decision Reference DRN4930863
2 Apr 2020 OVO (S) HOME SERVICES LIMITED UpheldInsurance (excluding PPI)Ms T’s complaint is about the renewal of a home emergency insurance policy with OVO (S) Home Services Limited, trading as SSE Home Services Limited.backgroundIn July 2017, Ms T took out a boiler rescue product with SSE. This provided a one-off repair of her boiler at no charge, provided sh... (4 pages)View decision -
Decision Reference DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision -
Decision Reference DRN7361478
3 May 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr K complains that Inter Partner Assistance SA (IPA) damaged his kitchen worktop when repairing his boiler under his home emergency policy. Mr K is represented by his son on this complaint, who I shall call Mr M. For ease I will refer to Mr M throughout the decisio... (3 pages)View decision