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 DRN-1178216
23 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1178216 The complaintMr and Mrs W complain that British Gas Insurance Limited (British Gas) has been wrongly charging them premiums for a home emergency policy. They say, as parts for their boiler have been obsolete for several years, British Gas shouldn’t have been collecting monthly ... (3 pages)View decision -
Decision Reference DRN1498989
26 May 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMr P complains about a boiler he acquired through a conditional sale agreement with A Shade Greener (Boilers) LLP (“ASGB”).backgroundIn April 2015, a new boiler was fitted in a property which Mr P rents out to tenants. Mr P says as a result of ASGB failing to carry out an effective powerfl... (4 pages)View decision -
Decision Reference DRN-4079376
7 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4079376 The complaint Mr M complains about the service he received from Aviva Insurance Limited after his boiler broke. What happened Mr M held boiler cover, which is underwritten by Aviva. The policy that is relevant to this complaint commenced on 25 February 2022 although Mr M had he... (3 pages)View decision -
Decision Reference DRN-2564846
8 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2564846 The complaint Mr and Mrs V complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened Mr and Mrs V’s boiler was around 17 years old. In late November 2019, they called British Gas to make a claim, as th... (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 DRN7819857
18 Jul 2019 Hitachi Capital (UK) Plc UpheldBanking and creditMiss M is unhappy with a boiler she purchased using a loan provided by Hitachi Capital (UK) Plc. She has been represented throughout this complaint but for simplicity’s sake, I’ve only referred to Miss M throughout this decision.backgroundIn February 2018, Miss M took out a loan with Hitac... (4 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 DRN-3755588
16 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3755588 The complaint Mr M has complained that British Gas Insurance Limited (BGIL) won’t meet the costs he paid to replace his gas boiler. Mr M held a Homecare agreement with BGIL. What happened Mr M held a HomeCare agreement with BGIL. In March 2021 a technician attended to inspect M... (4 pages)View decision -
Decision Reference DRN-4497868
2 Jan 2024 HDI Global Specialty SE UpheldInsuranceDRN-4497868 The complaint Mr and Mrs D complain about HDI Global Speciality SE’s (HDI) poor handling and failed repair of their boiler, under their home emergency policy. What happened Mr and Mrs D held a policy with HDI that covered amongst other things, boiler breakdowns. An issue develo... (3 pages)View decision -
Decision Reference DRN-1949016
4 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949016The complaintMr B has complained that British Gas Insurance Limited (BG) advised him that his boiler needed to be replaced when it was in fact capable of being repaired. What happenedMr B had a Homecare policy with BG for many years covering a rental property. At a routine gas s... (2 pages)View decision