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 DRN7626749
29 Jan 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J complains about the length of time it took Acromas Insurance Company Limited (“Acromas”) to repair her central heating boiler when she made a claim under her home emergency insurance policy.backgroundMiss J had home emergency cover with Acromas through her bank ... (2 pages)View decision -
Decision Reference DRN-5634984
18 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5634984 The complaint Mr R complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened On 26 January 2025, Mr R called British Gas and said his boiler had broken down.... (3 pages)View decision -
Decision Reference DRN5597394
11 May 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMrs R complains that Hitachi Capital (UK) Plc will not meet her claim in respect of services which she paid for using a connected credit agreement.backgroundMrs R took out a ‘point of sale’ loan from Hitachi to pay for the supply and installation of replacement bathroom... (4 pages)View decision -
Decision Reference DRN9109086
12 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (“British Gas”) gave him poor service under a home emergency insurance policy.backgroundMr M had British Gas home care cover for his central heating system. His system included a magnetic filter. He complained that Bri... (2 pages)View decision -
Decision Reference DRN3195491
6 Jun 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr B had a policy that covered his central heating boiler. The policy was in the name of a home assistance company. Aviva was the insurer responsi... (2 pages)View decision -
Decision Reference DRN-1685520
17 Jul 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-1685520 The complaintMr P complains that AXA Insurance UK Plc charged him an excess payment on a claim under his landlord’s insurance that didn’t go ahead, and that costs have been forced upon him. What happenedMr P said in August 2019 his tenant told him there was a leak in his flat ... (2 pages)View decision -
Decision Reference DRN-3921120
20 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3921120 The complaint Mr A has complained that British Gas hasn’t done enough to repair damage he says was caused by an error when an engineer attended to repair his boiler. Mr A sought assistance under a home care policy. What happened In July 2022 Mr A reported to British Gas that he... (2 pages)View decision -
Decision Reference DRN5795097
20 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr P complains that Inter Partner Assistance S.A. gave him poor quality work and materials under a home assistance insurance policy.backgroundMr P called for help when his central heating boiler had a fault. He complained that – after several visits - IPA’s repair fai... (2 pages)View decision -
Decision Reference DRN-1963952
11 Aug 2020 British Gas Services Limited UpheldInsuranceDRN-1963952The complaintMr J complains that British Gas Services Limited failed to service his boiler within the timescales agreed in his insurance contract. What happenedMr J had a Homecare agreement with British Gas which he renewed annually. As part of this policy British Gas agreed to ... (2 pages)View decision -
Decision Reference DRN-3829851
9 Jan 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-3829851 The complaint Miss H complains about Alwyn Insurance Company Limited (Alwyn) who failed to send her, her policy documents and later declined a claim under her home insurance policy. What happened Miss H held a commercial home insurance policy with Alwyn, which included cover fo... (2 pages)View decision