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 4078 results
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Decision Reference DRN2807701
18 Nov 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Ms L complains that U K Insurance Limited is responsible for poor service in connection with the home emergency section of her home insurance policy.background Ms L’s policy covered repairs to her central heating boiler. UKI was the insurer responsible for dealing with claims. Where I refe... (2 pages)View decision -
Decision Reference DRN8460760
12 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S’s complaint arises from his boiler insurance policy with British Gas Insurance Limited.backgroundBritish Gas came out twice in March 2018 to carry out work on Mr S’s boiler after he transferred his policy to a new address. He received two invoices of £60 eac... (2 pages)View decision -
Decision Reference DRN2158406
16 Aug 2016 Pioneer Marketing Uk Ltd T/A Greenheat UpheldBanking and creditMs B’s complaint is that Pioneer Marketing UK Ltd t/a Greenheat (“Greenheat”) allowed her to take out finance for a product when it wasn’t appropriate for her to do so.background In June 2015 Ms B bought a new boiler, using a loan provided by Greenheat acting as cr... (2 pages)View decision -
Decision Reference DRN3229156
14 Jul 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss S complains that Inter Partner Assistance S.A. gave her poor service under a home assistance policy.backgroundMiss S has a policy underwritten by IPA. She called for help when she found she had no central heating or hot water. She complained about the response.... (2 pages)View decision -
Decision Reference DRN-5468029
8 Apr 2025 Allium Money Limited UpheldConsumer CreditDRN-5468029 The complaint and what happened Miss G has complained about Allium Money Limited’s, trading as Allium Money, response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). She also said that Allium had lent to her irresponsibly. I’ve inc... (5 pages)View decision -
Decision Reference DRN3716879
22 Sep 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mr E complains that Mapfre Asistencia Compania Internacional De Seguros y Reaseguros S.A. mishandled his claim on a landlord’s emergency insurance policy.background Mr E had a property occupied by tenants. When its boiler broke down, he called Mapfre which sent an engineer. The enginee... (2 pages)View decision -
Decision Reference DRN-3109146
12 Nov 2021 Amtrust Europe Limited UpheldInsuranceDRN-3109146 The complaint Ms J is unhappy with the service provided by Amtrust Europe Limited following a claim under her policy for her heating system. What happened In September 2020 Ms J contacted Amtrust because of problems she was having with her hot water supply and central heating. ... (3 pages)View decision -
Decision Reference DRN-2746513
30 Apr 2021 British Gas Services Limited Not upheldInsuranceDRN-2746513 The complaint Mr S complains that British Gas Services Limited failed to carry out an annual service and cancelled his homecare cover without warning. It also failed to install a new thermostat system as agreed. What happened Mr S said British Gas didn’t do the annual service o... (3 pages)View decision -
Decision Reference DRN-1785756
7 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1785756 The complaintMr T complains that his annual boiler service was missed because British Gas Services Limited (BG) sent reminders to an incorrect address. What happenedMr T had Home Care Two home emergency insurance with BG which included an annual boiler service as part of the in... (2 pages)View decision -
Decision Reference DRN3455780
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited (“BGI”) failed to check her central heating system properly when it agreed to take it on under her home emergency insurance policy. The result was that she continued to use the system for several years with substand... (4 pages)View decision