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-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 -
Decision Reference DRN3532462
5 Nov 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Miss B complains about the service Inter Partner Assistance SA (“IPA”) provided when handling her claim under her home emergency insurance policy.backgroundMiss B was having problems with her hot water and she contacted IPA. On 11 December 2014, a contracted engineer... (2 pages)View decision -
Decision Reference DRN-3645894
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3645894 The complaint Mrs B is unhappy about the service received following her claim under her British Gas Insurance Limited’s (BG) home emergency policy. What happened Mrs B had issues with her radiators and central heating system, so she contacted BG to get this investigated and fix... (2 pages)View decision -
Decision Reference DRN0283864
30 May 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs R is unhappy with how Inter Partner Assistance SA (IPA) handled her home emergency insurance claim. She says IPA’s engineer caused a fault with her heating and hot water, which it refused to repair. backgroundMrs R‘s policy was underwritten by IPA. All references to IPA include its... (3 pages)View decision -
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 DRN3731637
5 Aug 2021 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms P complains that Aviva Insurance Limited hasn’t fixed the fault with her heating system when she claimed on her heating system insurance policy. background Ms P had a new boiler fitted in 2016, which wasn’t installed by Aviva. Since the boiler was installed, she contacted Aviva on sever... (3 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 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