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 DRN8117620
27 Jan 2021 Soteria Insurance Limited UpheldInsurance (excluding PPI)Mrs B and Miss B’s complaint is in relation to a claim for subsidence damage made under their CIS General Insurance Limited buildings insurance policy. They consider the claim has been going on too long and CIS is avoiding completing repairs. Mrs B and Miss B are represented by Mr S. backg... (10 pages)View decision -
Decision Reference DRN-5542355
2 Jun 2025 A Shade Greener (Boilers) Llp Not upheldConsumer CreditDRN-5542355 The complaint Ms L complains about the management and administration by A Shade Greener (Boilers) LLP (“ASG”) of an agreement she entered in to with it in 2014 for a boiler. What happened Ms L entered into an agreement with ASG on 3 April 2014 for the supply and installation... (4 pages)View decision -
Decision Reference DRN3097436
22 Nov 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr P complains about poor customer service from British Gas Services Limited (“BGS”) under his home emergency insurance policy. He wants BGS to refund all the instalments he paid under his policy, and to compensate him for the costs and distress he suffered.backgroundI... (4 pages)View decision -
Decision Reference DRN6825277
17 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited mishandled his claim on a boiler insurance policy.backgroundBritish Gas carried out an annual service of Mr B’s boiler. He complained when – only about ten days later – British Gas said there was a dangerously corroded exhaust flue. T... (1 page)View decision -
Decision Reference DRN-5935746
7 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5935746 The complaint Miss G complains that Marks & Spencer Financial Services Plc (M&S) didn’t agree to refund her after she made a claim for incomplete plumbing works. What happened In 2020 Miss G approached a company I’ll call ‘T’ about replacing a boiler in her home. As ... (6 pages)View decision -
Decision Reference DRN1106067
15 Jul 2020 Creation Consumer Finance Ltd Not upheldBanking and creditMr M is unhappy with a water and heating system he purchased using a loan from Creation Consumer Finance Ltd (Creation). Mr M is represented by Mrs M, his wife.background I issued my provisional decision on 30 June 2020. A copy of my provisional decision is attached and forms part of this ... (11 pages)View decision -
Decision Reference DRN1185130
16 Apr 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs N complains about how U K Insurance Limited (UKI) dealt with her home emergency insurance claim. My references to UKI include its agents.background In January Mrs N contacted UKI under her policy as she had a boiler leak. Its engineer attended and told UKI the syste... (2 pages)View decision -
Decision Reference DRN-4703347
28 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4703347 The complaint Mr C complains that Aviva Insurance Limited refused to settle his claim for some items he says were damaged as a result of an escape of water event. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents... (3 pages)View decision -
Decision Reference DRN-5285211
18 Feb 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5285211 The complaint Ms S has complained about the way Evolution Insurance Company Limited dealt with a claim under her home emergency insurance policy. References to Evolution in this decision include its agents. What happened Ms S took out a home emergency policy with Evolution... (2 pages)View decision -
Decision Reference DRN7607986
26 Nov 2015 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Mr B complains that Amtrust International Underwriters Ltd gave him poor service under a central heating boiler insurance policy.background Mr B had a number of problems with his central heating and Amtrust sent engineers on several occasions. He complained after he spent... (2 pages)View decision