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 DRN-3922964
15 Feb 2023 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3922964 The complaint Mr and Mrs L complain about the quality of services they purchased using credit provided by A Shade Greener (Boilers) LLP trading as Everlasting Boilers (“ASG”). What happened In May 2014 Mr and Mrs L entered into a finance agreement with ASG under which it agreed... (5 pages)View decision -
Decision Reference DRN-4164249
19 Jul 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4164249 The complaint Mr B complains about the service he received from Domestic & General Insurance Plc (DG) under a protection policy for his boiler. References to DG include their agents who administer policies and carry out services under policies. What happened Mr B had a prot... (4 pages)View decision -
Decision Reference DRN-4493257
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4493257 The complaint Mr B has complained about the cover British Gas Insurance Limited (British Gas) offered under a home emergency policy after boiler parts became obsolete. Mr B is represented by Mrs D, who I will also refer to in my decision. What happened Mr B had a HomeCare polic... (3 pages)View decision -
Decision Reference DRN0877509
13 Mar 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that Legal & General Insurance Limited (L&G) has declined their claim for damage to their property, which they believe was caused by a storm and should be covered under their home insurance policy.backgroundIn early January 2018 Mr a... (3 pages)View decision -
Decision Reference DRN-4034107
3 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034107 The complaint Ms P complains about British Gas Insurance Limited (BGI) and the actions they took when servicing her boiler, which she feels led to her boiler being condemned unfairly. What happened Ms P held an insurance policy underwritten by BGI which provided Ms P with an an... (4 pages)View decision -
Decision Reference DRN-6022841
15 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-6022841 The complaint Mrs M is unhappy with how British Gas Insurance Limited (British Gas) has dealt with a boiler issue on her home emergency policy during the annual boiler service. She’s also unhappy that British Gas hasn’t adequately provided the information requested and with ... (3 pages)View decision -
Decision Reference DRN1492275
16 Sep 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr C says Inter Partner Assistance SA (IPA) mishandled a claim under a home emergency policy.backgroundMr C has a home emergency policy that covers his boiler. In March 2016 he made a claim to IPA as his boiler had stopped working. IPA sent an engineer the same day... (2 pages)View decision -
Decision Reference DRN1908155
17 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited failed to identify and resolve a leak, whichhe believes has reduced the lifespan of the boiler. Mr D also complains that British Gas havefailed to resolve a leak from his hot water cylinder.backgroundI issued a provis... (6 pages)View decision -
Decision Reference DRN-5187960
4 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5187960 The complaint Miss A complained that Royal & Sun Alliance Insurance Limited (“RSA”) caused her to incur unnecessary repair costs to her boiler and she thought RSA should’ve condemned her boiler and contributed £500 to a new one. RSA were providing a home emergency policy... (2 pages)View decision -
Decision Reference DRN-3235635
31 Jan 2022 Allianz Global Assistance Not upheldInsuranceDRN-3235635 The complaint Mr B complains that Allianz Global Assistance (Allianz) have declined his claim to either repair or pay a contribution to the replacement of his central heating boiler under his home emergency policy. He wants the claim paid. What happened Mr B inherited a propert... (2 pages)View decision