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 4027 results
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Decision Reference DRN-5746242
18 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5746242 The complaint Miss T has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance “NPF” declined her claim against it under Section 75 of the Consumer Credit Act 1974 (The Act). What happened Miss T bought a boiler including installation in December 2... (10 pages)View decision -
Decision Reference DRN5097763
24 Jan 2014 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs H complained about how Royal & Sun Alliance Insurance Plc (“RSA”) was handling her home insurance claim.backgroundMrs H lodged a claim for flood damage to her property. When she complained to the Financial Ombudsman Service – nearly three years later – a number of repairs, rein... (2 pages)View decision -
Decision Reference DRN8614761
15 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Acromas Insurance Company Limited gave poor service under a home emergency insurance policy.backgroundMr R says his wife is disabled. Mr R says his central heating boiler was about eight years old. He had a policy branded with the name of an insu... (3 pages)View decision -
Decision Reference DRN6565872
3 Jun 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr S has a home emergency policy with Ageas Insurance Limited. He has complained that Ageas would not agree to repair his boiler when it broke down. It said the boiler had not been serviced for some time and was beyond economical repair (BER). backgroundAgeas sent... (2 pages)View decision -
Decision Reference DRN-3787167
15 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3787167 The complaint Mrs P complains Aviva Insurance Limited charged her more than it said it would for a new boiler, and that it cancelled her boiler and central heating cover without explaining what this meant for her. Mrs P is represented by her husband. But for ease I’ll refer to ... (2 pages)View decision -
Decision Reference DRN3315910
13 Jan 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the way British Gas Insurance Limited handled their home emergency insurance claim. They say British Gas led them to purchase a new boiler unnecessarily.backgroundIn March 2012 an engineer from British Gas completed the annual service of Mr and Mrs T’s boile... (3 pages)View decision -
Decision Reference DRN3594231
23 Jul 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Royal & Sun Alliance Insurance plc is responsible for poor service in connection with a home emergency insurance policy.backgroundMr and Mrs S had a home emergency policy branded with the name of a bank. RSA was the insurer responsible for dealing with claims... (4 pages)View decision -
Decision Reference DRN-1429320
11 May 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1429320 The complaintMr and Mrs G complain that Aviva Insurance Limited removed cover for their boiler from their home emergency insurance policy. What happenedMr and Mrs G took out a home emergency policy, which provided cover for their central heating system; plumbing and electrics; ... (3 pages)View decision -
Decision Reference DRN-2497827
12 Jan 2021 Inter Partner Assistance SA Not upheldInsuranceDRN-2497827 The complaint Mr A is unhappy with the handling of a claim he made under his home emergency insurance policy. The policy is underwritten by Inter Partner Assistance SA (IPA), so any reference to IPA include its agents. What happened In April, Mr A noticed water was dripping fro... (2 pages)View decision -
Decision Reference DRN-5640901
22 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5640901 The complaint Mrs A has complained about the way British Gas Insurance Limited have handled her claim for a faulty boiler under the home emergency policy she had through them. What happened The details of what happened are well known to both parties, so I will just summarise... (2 pages)View decision