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
-
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-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 DRN0481533
18 Sep 2020 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)ComplaintMr and Mrs G are complaining about Admiral Insurance (Gibraltar) Limited’s emergency repair to their boiler under their home emergency insurance.BackgroundOn 18 December 2018 Mr and Mrs G’s boiler broke down. Mr and Mrs G could be described as vulnerable customers because of their... (4 pages)View decision -
Decision Reference DRN2188481
16 Jul 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs C is unhappy at the service she received from Inter Partner Assistance SA when she made a claim on the home emergency element of her home contents insurance policy.background Mrs C has a contents insurance policy, which includes optional home emergency cover pro... (3 pages)View decision -
Decision Reference DRN-4997041
3 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4997041 The complaint Mr U has complained about the service provided by Evolution Insurance Company Limited (Evolution) when dealing with repairs to his boiler and the length of time this took. References to Evolution include its agents and claims managers. I’ve previously issued ... (6 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 -
Decision Reference DRN3868124
19 Dec 2019 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Miss B’s complaint is about the service provided by Domestic & General Insurance Plc (“D & G”) in relation to a central heating insurance policy. background Miss B held a central heating insurance policy with D & G, since 2002, which included an annual service of the boiler. Du... (2 pages)View decision -
Decision Reference DRN-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision -
Decision Reference DRN-4918176
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4918176 The complaint Miss M has complained about the way Aviva Insurance Limited dealt with a claim she made under her Boiler Breakdown Cover policy. What happened Miss M bought a Boiler Breakdown Cover policy with Aviva in 2020 which she renewed each year. In June 2023 Miss M repo... (4 pages)View decision