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 DRN8107564
19 Feb 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr W complains about how Amtrust Europe Limited dealt with his claim under his heating breakdown insurance policy. My references to Amtrust include its agents.backgroundIn March Mr W claimed on his heating breakdown policy for problems with his central heating and hot wa... (2 pages)View decision -
Decision Reference DRN6312489
26 Mar 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains about the problems he experienced when he asked U K Insurance Limited (“UKI”) to do repairs on his boiler under his home emergency policy.backgroundMr F told us that he reported a leak from his boiler to his insurer, UKI, on 16 December 2018. An enginee... (2 pages)View decision -
Decision Reference DRN-6094323
22 Apr 2026 AWP P&C S.A. Not upheldInsuranceDRN-6094323 The complaint Ms O has complained that AWP P&C S.A. (“AWP”) mishandled a claim she made under her Home Emergency policy when her boiler stopped working. Any reference to AWP in this decision includes its appointed agents. What happened On 6 September 2025, Ms O had no he... (4 pages)View decision -
Decision Reference DRN2097266
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs K reported a problem with her heating boiler. BG attended and it took a week and four appointments before the boiler was fixed.Mrs K co... (2 pages)View decision -
Decision Reference DRN4905260
18 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F’s complained that British Gas Insurance Limited unfairly refused to pay a claim on hisboiler and central heating insurance policy.backgroundMr F took out a policy with British Gas towards the end of 2017 for a property that he rentsout. In early 2018 British Gas arranged a ‘first serv... (5 pages)View decision -
Decision Reference DRN-4489522
1 Dec 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4489522 The complaint Mr D has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under the Consumer Credit Act 1974. What happened Mr D bought a solar panel system (“the system”) for his home in 2016. The purchase was funded by a loan from Shawbrook, an... (7 pages)View decision -
Decision Reference DRN9968141
1 Dec 2015 British Gas New Heating Limited Not upheldBanking and creditMs P complains that British Gas New Heating Limited misrepresented the terms of an arrangement to buy a new boiler and set up a loan on those terms without her agreement. backgroundIn 2013 Ms P was visited by a representative from British Gas New Heating to discuss i... (2 pages)View decision -
Decision Reference DRN-3716268
15 Nov 2022 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3716268 The complaint Mrs N complains about issues with the central heating system that she paid for using a fixed sum loan agreement with Clydesdale Financial Services Limited, trading as Barclays Partner Finance. What happened Mrs N used a fixed sum loan agreement with Barclays Part... (2 pages)View decision -
Decision Reference DRN-3525347
2 Feb 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3525347 The complaint Mr W has complained that The Co-operative Bank Plc (“Co-op”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr W bought a biomass boiler for his home in 2015 from a supplier. The purchase was part- funded by his credi... (3 pages)View decision -
Decision Reference DRN-2742110
21 May 2021 AWP Assistance UK Ltd UpheldInsuranceDRN-2742110 The complaint Mrs R and Mr R complain that AWP Assistance UK Ltd trading as Allianz Global Assistance (“Allianz”) failed to respond properly when their central heating system broke down, and they called on Allianz for assistance under their home emergency insurance policy. Wha... (3 pages)View decision