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-2857736
16 Jun 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2857736 The complaint Mr B complains about Royal and Sun Alliance Insurance PLC (RSA) who deemed his boiler beyond economic repair, following a claim under his home emergency policy. What happened Mr B contacted RSA for the annual service of his boiler. It sent an engineer who after in... (2 pages)View decision -
Decision Reference DRN0195759
1 Feb 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr N complains about a boiler he bought using a loan from Clydesdale Financial Services Limited trading as Barclays Partner Finance (Barclays). He says the boiler has broken down numerous times and been repaired under warranty. He doesn’t think the boiler supplied w... (3 pages)View decision -
Decision Reference DRN-2806425
5 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2806425 The complaint Mr G’s complaint is about the handling of a claim under his boiler and central heating policy with Aviva Insurance Limited. What happened I issued a provisional decision on this matter in April 2021, the main parts of which are copied below “In January 2020, aroun... (6 pages)View decision -
Decision Reference DRN-3028297
30 Sep 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-3028297 The complaint Mrs H and Mr H complain that Nationwide Building Society won’t refund to them the money that they’ve claimed for the servicing of a boiler. What happened Mr H used his Nationwide credit card in March 2020 to pay £2,528.40 to a supplier for it to supply and fit a r... (2 pages)View decision -
Decision Reference DRN9330662
8 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited (BG) whenit wasn’t able to repair his boiler as the model wasn’t on its service list.backgroundMr S has for a number of years had a HomeCare policy from BG. In 2017 he had a newboiler fitted, and he assumed it ... (4 pages)View decision -
Decision Reference DRN6776253
12 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains that, when she had problems with her boiler, British Gas Insurance Limited advised her to buy a new one. She then found that the problems were due to an electrical fault. She says if this had been diagnosed correctly, she wouldn’t have needed to buy... (2 pages)View decision -
Decision Reference DRN-1463477
17 Apr 2020 British Gas Insurance Limited UpheldInsuranceDRN-1463477 The complaintMr and Mrs A are unhappy with British Gas Insurance Limited (BG) who declined to pay for a new boiler, claimed under their home emergency policy. But later found the fault wasn’t related to the boiler. What happenedIn July 2019, Mr and Mrs A reported a fault with t... (2 pages)View decision -
Decision Reference DRN8889024
22 May 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Miss B’s complaint arises from the handling of a claim made under her home emergency insurance policy with Inter Partner Assistance SA (“IPA”). Whenever I refer to IPA in this decision, it should be read as also including the agents it uses to deal with claims on ... (5 pages)View decision -
Decision Reference DRN-3290811
2 Feb 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3290811 The complaint Ms C has complained about how Astrenska Insurance Limited (Astrenska) dealt with issues with her boiler under her home emergency policy. What happened Ms C contacted Astrenska several times because of issues with her boiler. Astrenska sent engineers, but Ms C rema... (2 pages)View decision -
Decision Reference DRN-2729167
10 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2729167 The complaint Mr and Mrs R, through their representative Ms W, complain that British Gas Insurance Limited (BG) has rejected their claim under their BG HomeCare policy for a replacement boiler when their old boiler was condemned. What happened This complaint arises from an inci... (4 pages)View decision