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 DRN2441849
6 Jul 2016 National House-Building Council UpheldInsurance (excluding PPI)Mr and Mrs D are unhappy that National House-Building Council (NHBC) isn’t willing to pay for the cost of new boilers and flues under their buildings warranty policies for two properties. Mr and Mrs D are also unhappy about the time taken and the delays.background Mr... (2 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 DRN8086600
24 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms E and Mr J complain that British Gas Insurance Limited failed to correctly service their boiler over a number of years and that this subsequently caused their boiler to break down. backgroundMs E and Mr J experienced a loss of heating and hot water in their property. They attempted ... (2 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 -
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 -
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 DRN-5824492
18 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5824492 The complaint Mr S is complaining that U K Insurance Limited (‘UKI’) has declined a claim he made on his property’s commercial property insurance policy. What happened In September 2024 Mr S contacted UKI to claim for a leak in his underground pipes which had caused the boil... (3 pages)View decision -
Decision Reference DRN3983212
31 Mar 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Ms B is unhappy with the repairs carried out by AXA Insurance UK Plc (“AXA”) following a claim on her home insurance.background In August 2018 Ms B had a fire in her home and made a claim on her home insurance. The property needed significant repairs and Ms B had to move out of the propert... (3 pages)View decision -
Decision Reference DRN-5837681
24 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5837681 The complaint U complains Covea Insurance Plc unfairly declined a claim it made for an escape of water on a property insured by Covea. U is being represented in bringing this complaint by one of its directors, Ms W. For ease, I’ve referred to her, rather than U, in this deci... (3 pages)View decision -
Decision Reference DRN3363024
13 Jul 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. gave him poor service under a home assistance policy.backgroundMr S lived in his house for a number of years. He then let it - through a property management company - to some tenants. During the winter, they reported ... (2 pages)View decision