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 4027 results
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Decision Reference DRN7051932
21 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr Y is unhappy with British Gas Services Limited’s handling of a claim under his central heating insurance policy. backgroundMr Y’s policy covered a house he rents out to tenants. On 1 September 2015, the boiler was serviced under the policy. The tenants had also said... (3 pages)View decision -
Decision Reference DRN8787982
26 Mar 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs S complain about the installation of a boiler, and about Inter Partner Assistance SA’s (‘IPA’) subsequent failure to diagnose that this boiler had been incorrectly installed. All references to IPA include the agents it has appointed to handle claims. backgrou... (3 pages)View decision -
Decision Reference DRN5945242
18 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M has complained about the way British Gas Insurance Limited (British Gas) dealt with a claim she made on her home emergency insurance policy after her boiler stopped working. background I issued a provisional decision on this complaint last month. An extract from that decision follows... (7 pages)View decision -
Decision Reference DRN-4340297
26 Sep 2023 One Insurance Limited UpheldInsuranceDRN-4340297 The complaint Mrs K complains about the service she received from One Insurance Limited after she made a claim under her home emergency policy. One Insurance is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As One Ins... (3 pages)View decision -
Decision Reference DRN1230447
6 Sep 2017 Shawbrook Bank Limited Not upheldBanking and creditMr B complains that the installation of a central heating boiler financed by a loan from Shawbrook Bank Limited (“Shawbrook”) was carried out poorly. He wants Shawbrook to remove the boiler, refund what he paid for it, and remove a default it has placed on his cred... (3 pages)View decision -
Decision Reference DRN-3043876
4 Oct 2021 Inter Partner Assistance SA Not upheldInsuranceDRN-3043876 The complaint Mr C complains about Inter Partner Assistance SA (IPA) under the home emergency cover provided as part of a packaged bank account. Mr C is unhappy that IPA declined his claim in respect of a problem with his central heating. This decision only relates to the home ... (3 pages)View decision -
Decision Reference DRN-4530308
24 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4530308 The complaint Mr M complains British Gas Insurance Limited damaged his boiler by failing to take appropriate actions under his HomeCare insurance policy. What happened Mr M is a landlord. In 2021 a boiler in his property had a problem. He claimed against his British Gas HomeCar... (2 pages)View decision -
Decision Reference DRN3441973
9 Jan 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMrs S and Mrs S complain about a boiler that was supplied to them under a conditional sale agreement with A Shade Greener (Boilers) LLP (‘ASG’).backgroundMrs S and Mrs S entered into a regulated conditional sale agreement with ASG on 24 May 2016 for the supply and installation of a domesti... (5 pages)View decision -
Decision Reference DRN-3003410
18 Nov 2021 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3003410 The complaint Mr M complains about Royal & Sun Alliance Insurance Plc, trading as RSA (“RSA”) for its failure to resolve issues of pressure loss from his boiler, and its decision not to provide him with a new boiler. He wants RSA to reimburse him for a new boiler. What happ... (3 pages)View decision -
Decision Reference DRN1940977
28 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about British Gas Insurance Limited’s handling of their home emergency insurance claim.background British Gas attended Mr and Mrs T’s property in February 2012 due to a fault with a radiator. During the visit the engineer recorded a “not to current standards” issue ... (3 pages)View decision