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
-
Decision Reference DRN7550781
6 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank plc will not refund £2,000 he paid, using his Lloyds Bank credit card, for plumbing materials, which he says he did not receive. He brings his complaint under section 75 of the Consumer Credit Act 1975.backgroundIn July 2013, Mr H engaged a plumber to do ... (2 pages)View decision -
Decision Reference DRN-4072366
21 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4072366 The complaint Ms D complains that British Gas Insurance Limited (BG) increased her home emergency premium unfairly because she’d been a long-term customer. What happened Ms D had home emergency cover with BG for 13 years. In 2022, after finding cheaper policies online with othe... (6 pages)View decision -
Decision Reference DRN-5217086
9 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5217086 The complaint Mr C has complained about advice he was given by Inter Partner Assistance SA (IPA) when he made a claim under his home emergency policy. What happened Mr C contacted IPA to send an engineer to deal with intermittent hot water. The engineer said a powerflush wa... (2 pages)View decision -
Decision Reference DRN-3218504
4 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3218504 The complaint Mr R complains about the poor service he received from British Gas Insurance Limited (BG), following a claim under his home emergency policy. What happened Mr R contacted BG as his boiler was leaking. It told him that an engineer would attend the same day. No eng... (3 pages)View decision -
Decision Reference DRN-2379751
4 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2379751 The complaint Mr A has complained about British Gas Insurance Limited’s (British Gas) decision to decline a claim he made under his joint homecare insurance policy with Mrs K. Mr A says an outside vent from his boiler was accidentally damaged by the soil vent pipe. What happene... (2 pages)View decision -
Decision Reference DRN1732322
23 Jan 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr J complains that Inter Partner Assistance S.A. failed to fix his boiler under a home emergency policy.backgroundMr J lives in a multi-storey building. He had a policy branded with the name of a bank. The home emergency section was underwritten by IPA. It sent engineers on several oc... (2 pages)View decision -
Decision Reference DRN-4534634
8 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4534634 The complaint Mr D complains about the quality of a boiler installation he funded through a finance agreement with Creation Financial Services Limited (Creation). He says Creation were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 19... (3 pages)View decision -
Decision Reference DRN-2272399
4 Nov 2020 Shawbrook Bank Limited UpheldConsumer CreditDRN-2272399 The complaint Mr R complains that a finance agreement he had with Shawbrook Bank Limited (“Shawbrook”) was misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reaso... (2 pages)View decision -
Decision Reference DRN3514737
8 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about British Gas Insurance Limited. They weren’t happy about the service provided under their home emergency cover.backgroundMr and Mrs A were told by British Gas that their central heating system’s problems were being affected by sludge ... (2 pages)View decision -
Decision Reference DRN-6100626
23 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6100626 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited, in particular when they repaired his boiler following a leak. What happened On 14 August 2024 Mr S contacted British Gas to report a leak from his boiler. An engineer inspected the boi... (6 pages)View decision