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-2618961
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2618961 The complaint Mr and Mrs T complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened In summer 2020, Mr T and Mrs T contacted British Gas, as their boiler had stopped supplying hot water. An engineer a... (3 pages)View decision -
Decision Reference DRN6138350
17 Sep 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that Aviva Insurance Limited acted unfairly and unreasonably when dealing with their claim for a new boiler under a home emergency policy. They want compensation to cover the actual costs of a new boiler and for being left without hot water or heating for some time.ba... (3 pages)View decision -
Decision Reference DRN-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision -
Decision Reference DRN-3563788
1 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3563788 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard rejected his claim under section 75. What happened In March 2017 Mr C purchased a boiler from a retailer and paid using his Barclaycard. A third party installed the boiler. Following installation, a f... (2 pages)View decision -
Decision Reference DRN0589803
19 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs C’s complaint is about the service provided by Aviva Insurance Limited in relation to her home emergency insurance policy.backgroundMrs C held a policy with Aviva to cover a property occupied by a tenant. In September 2016, Mrs C’s tenant had reported that the boile... (4 pages)View decision -
Decision Reference DRN-3345379
10 Jun 2022 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-3345379 The complaint Mr B is unhappy with how Omni Capital Retail Finance Limited responded to his claim made under Section 75 of the Consumer Credit Act 1974. He is also unhappy that they haven’t accepted his cancellation request. What happened Mr B entered into a contract for the su... (4 pages)View decision -
Decision Reference DRN-6284936
11 Apr 2026 U K Insurance Limited UpheldInsuranceDRN-6284936 The complaint Ms S and Mr W have complained that U K Insurance Limited (“UKI”) unfairly declined their claim for repairs to their boiler. What happened In May 2025, Ms S and Mr W made a claim for an emergency incident involving their boiler. The insurer attended and suggeste... (4 pages)View decision -
Decision Reference DRN7339524
17 Oct 2013 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about the decision of AXA Insurance UK Plc (“AXA”) to decline their claim for damage to their boiler under their home insurance policy.backgroundMr and Mrs H made a claim under their policy after the service panel of their boiler had blown away from the r... (2 pages)View decision -
Decision Reference DRN1744976
25 Nov 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. mishandled his central heating boiler breakdown insurance.backgroundIPA was the underwriter of Mr S’s policy, which was in the name of a home assistance company. It said his boiler was beyond economic repair (BER). Mr S... (2 pages)View decision -
Decision Reference DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (2 pages)View decision