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 DRN8221348
12 Feb 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr A has complained about the decision of Domestic & General Insurance Plc (“D&G”) to decline his claim for damage to his boiler and cancel his warranty. backgroundMr A made a claim under his policy after his boiler started to display a fault code. Following an initial inspec... (2 pages)View decision -
Decision Reference DRN-3488261
19 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3488261 The complaint Mr and Mrs G complain about Aviva Insurance Limited (Aviva) who declined to make a contribution towards a replacement boiler, under their home emergency policy. What happened Mr and Mrs G’s boiler was leaking carbon monoxide. They called an engineer who condemned ... (3 pages)View decision -
Decision Reference DRN-6262318
31 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6262318 The complaint Mrs S complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance unfairly declined her Section 75 claim. Mrs S is represented in bringing this complaint by her son. For ease, I’ll refer to all interactions as being from Mrs S. What happened The... (4 pages)View decision -
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 DRN-1990474
30 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1990474 The complaint Mr P is unhappy that British Gas Insurance Limited (BG) carried out an incomplete repair on his boiler and then withdrew cover. What happened Mr P had HomeCare central heating, plumbing and electrical cover with BG. His new cover included a first repair visit, dur... (3 pages)View decision -
Decision Reference DRN-5715929
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5715929 The complaint A company, which I will refer to as “E” complains about Society of Lloyd’s (“SoL”) handling of their building warranty claim. Mr R has brought the complaint on behalf of E. But for ease, I will refer to E only below. All references to “SoL” also include its app... (4 pages)View decision -
Decision Reference DRN2484102
5 Sep 2019 Bastion Insurance Co. Ltd UpheldInsurance (excluding PPI)Mr B complains that Bastion Insurance Co. Ltd is responsible for poor service in connection with a home emergency insurance policy.backgroundIn October 2018 Mr B took out a home emergency insurance policy. It was branded with the name of an insurance intermediary. He agreed to pay the year... (5 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 DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision