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 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 DRN9151184
25 Jan 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr M complains that Royal & Sun Alliance Insurance Plc (“RSA”) failed to deal with a claim he made under his home emergency insurance policy in a proper and timely manner.backgroundOn 26 September 2016, Mr M contacted RSA as his central heating boiler had broken... (2 pages)View decision -
Decision Reference DRN1437369
2 Feb 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr J complains about the service he received from Inter Partner Assistance SA under his home emergency insurance policy.backgroundMr J complained to IPA about the service he received when he reported a problem with his heating system. And, being unhappy with its respon... (4 pages)View decision -
Decision Reference DRN-4352133
5 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4352133 The complaint Mr K has complained about the service he received from British Gas Insurance Limited (‘British Gas’) in relation to an appointment he scheduled for his boiler to be serviced. What happened Mr K took out a HomeCare policy with British Gas in January 2023. He booked... (3 pages)View decision -
Decision Reference DRN3814243
22 Jun 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Miss F complains about the service she received from the Society of Lloyd’s under her home emergency insurance policy.backgroundMiss F experienced problems with her heating boiler, which ultimately led to it being replaced under her policy.Miss F complained to Lloyd’s about ... (2 pages)View decision -
Decision Reference DRN4027084
6 Aug 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs B complain that Inter Partner Assistance S.A. mishandled their claim on a home assistance insurance policy.backgroundAbout six weeks after they renewed the policy, Mr and Mrs B’s central heating boiler displayed an error code. They called for help and lat... (2 pages)View decision -
Decision Reference DRN1778357
4 Jul 2018 SSE Home Services Limited Not upheldInsurance (excluding PPI)Mrs K has complained about SSE Home Services Limited. She isn’t happy about the way it dealt with a claim under Boiler Rescue Policy.backgroundMrs K took out a policy with SSE after her boiler had broken down. SSE’s engineer attended and highlighted that a number of pro... (2 pages)View decision -
Decision Reference DRN1320694
22 Nov 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. is responsible for poor service under a home assistance insurance policy.backgroundMr S had a policy in the name of a home assistance company and underwritten by IPA. He called for help after his central heating boiler s... (2 pages)View decision -
Decision Reference DRN3423255
26 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)and backgroundMr A complains that British Gas Insurance Limited (“British Gas”) caused damage to his kitchen when it sent an engineer to fix his boiler in August 2016. He wants British Gas to cover the cost of repairing three main areas of damage.I’ve attached my pr... (5 pages)View decision -
Decision Reference DRN-2942755
10 Aug 2021 AWP P&C SA UpheldInsuranceDRN-2942755 The complaint Mrs O complains about the way AWP P&C SA handled a claim she made on her home emergency insurance policy What happened In January 2020, Mrs O’s boiler broke down, leaving her without any heating or hot water. She made a claim on her home emergency insurance po... (2 pages)View decision