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-5689012
21 Nov 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5689012 The complaint Mr K complained about the way Creation Financial Services Limited responded to a claim for money back for purchases of goods and services he made using his credit card. What happened Mr K said he bought a boiler including installation for around £2,980 in May ... (3 pages)View decision -
Decision Reference DRN-3214512
20 Dec 2021 Amtrust Europe Limited Not upheldInsuranceDRN-3214512 The complaint Miss M complains about Amtrust Europe Limited and the way they handled her insurance claim after she discovered a fault with her boiler. What happened Miss M’s boiler was insured on a policy underwritten by Amtrust for several years. In December 2020, Miss M made ... (3 pages)View decision -
Decision Reference DRN-4265294
5 Sep 2023 Great Lakes Insurance SE Not upheldInsuranceDRN-4265294 The complaint Mr B complains that he needed to replace his boiler after Great Lakes Insurance SE (GLI) carried out work on it. Although Mr B was not the policy holder, he was a direct beneficiary of the group home emergency policy underwritten by GLI. Therefore, his complaint a... (2 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 DRN4437693
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that:1.a gas central heating boiler maintained by British Gas Insurance Limited (“BGI”) under a home emergency insurance policy is faulty so that he is without heating and hot water; and2.a smart gas meter which was fitted without his consent caused hi... (2 pages)View decision -
Decision Reference DRN7849878
25 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that British Gas Insurance Limited (British Gas) poorly handled a claim she made under her home care insurance policy.backgroundIn April 2019 Ms W contacted British Gas to repair her boiler. She said an engineer attended and diagnosed the problem – an issue with the fan and ... (3 pages)View decision -
Decision Reference DRN-3446908
23 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3446908 The complaint Mr H is unhappy with how Inter Partner Assistance SA (IPA) has dealt with his claim made under his home emergency insurance policy. What happened The background to this case is well known to both parties and has been summarised by our investigator in her view of t... (4 pages)View decision -
Decision Reference DRN8417569
24 Aug 2017 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Through her son Mr B, Mrs B complains that Acromas Insurance Company Limited gave poor service under a home emergency insurance policy.backgroundMrs B’s central heating boiler stopped working properly. Mr B called for help under the home emergency insurance. But the in... (2 pages)View decision -
Decision Reference DRN5840389
12 Jan 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr A complains about the service he received from Inter Partner Assistance SA under his home emergency insurance policy.backgroundMr A complained to IPA about this matter. And, being unhappy with its response, he complained to this service. Our investigator thought Mr A’... (4 pages)View decision -
Decision Reference DRN3032539
22 Jul 2016 A Shade Greener Limited Not upheldBanking and creditMs R complains about a boiler and service plan she bought in 2013 through finance from A Shade Greener Limited (‘ASG’).background In summary, Ms R says that the day after the installation of the boiler she had problems with leaks. She says that she reported this to A... (4 pages)View decision