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
-
Decision Reference DRN3445133
20 Apr 2021 A Shade Greener (Boilers) Llp UpheldBanking and creditMr and Mrs B complain about A Shade Greener (Boilers) LLP’s decision to treat their conditional sale agreement with it as terminated and demand a final payment. background I set out the background to Mr and Mrs B’s complaint in my first decision which was a provisional decision. But to hel... (4 pages)View decision -
Decision Reference DRN-1400316
20 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1400316 The complaintMr P complains about the way British Gas Insurance Limited has handled claims he made on his home emergency insurance policy. What happenedMr P’s policy covers the home his parents live in. In March 2019, he made a claim on his policy because their boiler wasn’t st... (3 pages)View decision -
Decision Reference DRN-3777960
8 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3777960 The complaint Mr G complains that British Gas Insurance Limited (BG) broke his heating system when it worked on his boiler, and then refused to refund the costs of the repairs. What happened Mr G had boiler cover with BG for his rental property. The policy provided cover for th... (3 pages)View decision -
Decision Reference DRN1534291
25 Feb 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F complains about Acromas Insurance Company Limited’s service under his home emergency policy.backgroundMr F took out a home emergency policy in February 2014. A term of the policy was that his boiler and central heating should be inspected within 42 days of taking ... (2 pages)View decision -
Decision Reference DRN-5696077
21 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5696077 The complaint Mr J and Mrs J have complained about how Inter Partner Assistance SA (IPA) dealt with a claim under their home emergency policy. What happened Mr J and Mrs J contacted IPA to report they had no heating or hot water. They also told IPA there was a vulnerable ad... (3 pages)View decision -
Decision Reference DRN-4998020
18 Sep 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4998020 The complaint Mr B has complained about the way Alwyn Insurance Company Limited (Alwyn) handled a repair, following a claim he made under his home emergency insurance policy with them. What happened Mr B made a claim under his home emergency policy following what he said was... (3 pages)View decision -
Decision Reference DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 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 -
Decision Reference DRN7976239
5 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMrs H complains that the multi-fuel boiler stove she bought, using her Lloyds TSB Bank plc credit card, is not fit for purpose as its output is insufficient for the size of her house. She brings her complaint under section 75 of the Consumer Credit Act 1974.backgroundAt the end of Nov... (2 pages)View decision -
Decision Reference DRN3088614
21 Apr 2020 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs C’s complaint is about the handling of acclaim under the home emergency section of their home insurance cover with Inter Partner Assistance SA.backgroundMr and Mrs C called IPA on 9 December 2018, as their boiler was not working. IPA told them that a heating engineer would call ... (4 pages)View decision