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 DRN-3004348
9 Sep 2021 Fairmead Insurance Limited Not upheldInsuranceDRN-3004348 The complaint Mr and Mrs S complained that their claim wasn’t fairly settled under their home insurance policy with Fairmead Insurance Limited (“Fairmead”). What happened Mr and Mrs S claimed against their policy for damage caused by a water leak. The claim included damage to t... (2 pages)View decision -
Decision Reference DRN8806601
24 Oct 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains that Aviva Insurance Limited won’t pay a claim she made on her ‘Homeserve’ landlord emergency cover. After her boiler broke down and a number of visits from Aviva’s engineers, she says they left it in an unrepairable condition.backgroundWhilst Mrs B’s pr... (3 pages)View decision -
Decision Reference DRN6478012
26 Oct 2015 HSBC Bank plc Not upheldBanking and creditMs O complains that a boiler she bought using her credit card was not installed correctly. She also complains about the way HSBC Bank Plc (HSBC) managed her complaint and credit card account. Background In 2013, Ms O had a new boiler installed. On the day of installat... (3 pages)View decision -
Decision Reference DRN-3278826
7 Mar 2022 OVO (S) HOME SERVICES LIMITED Not upheldInsuranceDRN-3278826 The complaint Mr and Mrs Y complain about OVO (S) Home Services Limited (OVO) poor customer service and that it erroneously cancelled their home emergency policy. What happened Mr and Mrs Y held a home emergency policy that covered amongst other things, boiler breakdowns at a t... (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-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 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 DRN8110170
20 Aug 2018 Dynamo Cover Limited UpheldInsurance (excluding PPI)Mr C complains that documents supplied to him by Dynamo Cover Limited (“Dynamo”) when it sold him a home emergency insurance policy were misleading. He thought he would receive a payment of £500 when his central heating boiler was found to be beyond economic repair, ... (3 pages)View decision -
Decision Reference DRN0938549
8 Nov 2019 A Shade Greener (Boilers) Llp UpheldBanking and creditMrs S has complained that A Shade Greener (Boilers) LLP (“ASGB”) failed to carry out apower flush on her boiler and as a result it is now filling with debris and not working properly.backgroundMrs S took out a conditional sale agreement from ASGB for a boiler, which was installed by ASGB, ... (4 pages)View decision -
Decision Reference DRN0806623
25 Oct 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about the service she received from Aviva Insurance Limited under her home emergency insurance policy.backgroundMrs S complained to Aviva about the delay in it deeming her boiler to be beyond economical repair and about the delay in it giving her a quote... (2 pages)View decision