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-4805137
20 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4805137 The complaint Mr G’s complaint is about the handling and refusal of a claim under his home emergency insurance policy with HDI Global Specialty SE. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal... (7 pages)View decision -
Decision Reference DRN-2618961
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2618961 The complaint Mr and Mrs T complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened In summer 2020, Mr T and Mrs T contacted British Gas, as their boiler had stopped supplying hot water. An engineer a... (3 pages)View decision -
Decision Reference DRN6138350
17 Sep 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that Aviva Insurance Limited acted unfairly and unreasonably when dealing with their claim for a new boiler under a home emergency policy. They want compensation to cover the actual costs of a new boiler and for being left without hot water or heating for some time.ba... (3 pages)View decision -
Decision Reference DRN3994716
15 Apr 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms R complains that Aviva Insurance Limited (Aviva) wouldn’t agree to both supply and fit a new boiler when her existing boiler became beyond economic repair (BER).backgroundMs R had a HomeServe boiler insurance policy from Aviva that she took out in 2014. When the policy was due for rene... (2 pages)View decision -
Decision Reference DRN-3563788
1 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3563788 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard rejected his claim under section 75. What happened In March 2017 Mr C purchased a boiler from a retailer and paid using his Barclaycard. A third party installed the boiler. Following installation, a f... (2 pages)View decision -
Decision Reference DRN-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision -
Decision Reference DRN1726576
1 May 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)“summary of complaintMr B complains about the rejection of a claim he made under his Barclays HomeSOS Insurance cover underwritten by Amtrust International Underwriters Ltd.backgroundOn or about 2 January 2011, Mr B sought a call out under his emergency cover as his boiler, which was ... (4 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-3345379
10 Jun 2022 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-3345379 The complaint Mr B is unhappy with how Omni Capital Retail Finance Limited responded to his claim made under Section 75 of the Consumer Credit Act 1974. He is also unhappy that they haven’t accepted his cancellation request. What happened Mr B entered into a contract for the su... (4 pages)View decision -
Decision Reference DRN0589803
19 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs C’s complaint is about the service provided by Aviva Insurance Limited in relation to her home emergency insurance policy.backgroundMrs C held a policy with Aviva to cover a property occupied by a tenant. In September 2016, Mrs C’s tenant had reported that the boile... (4 pages)View decision