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-3928864
6 Feb 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3928864 The complaint Mr N complains about the service he received from Aviva Insurance Limited (Aviva), following a claim under his home emergency policy. What happened Mr N’s boiler stopped working around one week after he had had it serviced by Aviva. It sent an engineer who carried... (3 pages)View decision -
Decision Reference DRN-4468051
30 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4468051 The complaint Ms F complains that Creation Consumer Finance Ltd rejected her claim for compensation under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to a boiler replacement. What happened On 11 March 2022 Ms F entered into a regulated fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-2714362
30 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2714362 The complaint Mr B is unhappy with the way British Gas Insurance Limited has dealt with a repair to his boiler under his Homecare policy. What happened In October 2019, Mr B took out a ‘one-off repair’ service agreement and a Homecare policy with British Gas for a boiler at one... (3 pages)View decision -
Decision Reference DRN-5719021
6 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5719021 The complaint Miss K is unhappy with the way Inter Partner Assistance S.A. (“IPA”) handled her boiler claim under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. In J... (4 pages)View decision -
Decision Reference DRN7668056
23 Sep 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (“RSA”) acted unfairly and unreasonably when dealing with his claim under a home maintenance policy. He wants matters put right.background Mr S had a home maintenance policy with RSA, which covered maintenance or repairs needed to ... (3 pages)View decision -
Decision Reference DRN7776893
29 Jan 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Miss P complains about the handling of a claim under a property owners’ insurance policy by Liverpool Victoria Insurance Company Limited (“LV”).Miss P is the leaseholder of a flat, and has brought her complaint here in this capacity. backgroundFollowing a fire in a ... (5 pages)View decision -
Decision Reference DRN-3610564
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3610564 The complaint Mr F and Mrs F complain about British Gas Services Limited (“British Gas”) because they think that they did not receive the benefit of cover for around 2 years. They want a refund of their premiums and compensation for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN9553206
20 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with what British Gas Insurance Limited (British Gas) did after the boiler in a property he owns failed an emissions test in January 2019. backgroundMr S has insurance with British Gas which covers repairs to the boiler in his rented property. In mid-January the boiler fail... (3 pages)View decision -
Decision Reference DRN-3378335
23 May 2022 Great Lakes Insurance SE Not upheldInsuranceDRN-3378335 The complaint Ms S complains about Great Lakes Insurance SE (“Great Lakes”) in respect of her home emergency insurance policy. She thinks that her home and family were left at risk from the boiler for a long period and she wants Great Lakes to pay her compensation for her distr... (3 pages)View decision -
Decision Reference DRN-2170236
23 Oct 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2170236 The complaint Mrs L is unhappy about how Inter Partner Assistance SA (IPA) dealt with a claim under her home emergency policy. Mrs L is represented on this case but, for ease, I will refer only to Mrs L. What happened Mrs L’s family visited her in her home and found she had no ... (3 pages)View decision