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 DRN1230447
6 Sep 2017 Shawbrook Bank Limited Not upheldBanking and creditMr B complains that the installation of a central heating boiler financed by a loan from Shawbrook Bank Limited (“Shawbrook”) was carried out poorly. He wants Shawbrook to remove the boiler, refund what he paid for it, and remove a default it has placed on his cred... (3 pages)View decision -
Decision Reference DRN-4340297
26 Sep 2023 One Insurance Limited UpheldInsuranceDRN-4340297 The complaint Mrs K complains about the service she received from One Insurance Limited after she made a claim under her home emergency policy. One Insurance is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As One Ins... (3 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 DRN1940977
28 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about British Gas Insurance Limited’s handling of their home emergency insurance claim.background British Gas attended Mr and Mrs T’s property in February 2012 due to a fault with a radiator. During the visit the engineer recorded a “not to current standards” issue ... (3 pages)View decision -
Decision Reference DRN-5879203
17 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5879203 The complaint Mr A and Ms H have complained about British Gas Insurance Limited which they’d sought home emergency cover from and which, on its first visit to their let property, declared the home’s boiler unsafe and capped it, leaving their tenants without heating or hot wa... (3 pages)View decision -
Decision Reference DRN3842525
9 Dec 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs D complained that her home insurer Royal & Sun Alliance Insurance plc (RSA) misled her during a call she made to it after her boiler broke and, as a result, she incurred costs.background Mrs D’s boiler suffered an internal leak and her plumber said it needed replacing. It was an oi... (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-2633356
10 Mar 2021 Alwyn Insurance Company Limited Not upheldInsuranceDRN-2633356 The complaint Mr and Mrs L complain that Alwyn Insurance Company Limited wouldn’t contribute towards their replacement boiler under their home emergency insurance policy, as it said it was beyond economical repair. What happened When Mr and Mrs L found their boiler was leaking ... (2 pages)View decision -
Decision Reference DRN4041990
28 Apr 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs T complains that Acromas Insurance Company Limited incorrectly deemed her boiler as beyond economic repair and that she believes that this will prevent her from obtaining insurance in the future.backgroundMrs T contacted Acromas on 5 November 2012 as there was a leak coming from her... (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