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 DRN9724341
5 Jul 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs R has complained about Inter Partner Assistance SA (IPA). She feels that it was responsible for causing a leak at her property after it was called out under home emergency policy.background I considered this complaint and outlined my thoughts and the background to th... (2 pages)View decision -
Decision Reference DRN-5321748
25 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5321748 The complaint Mrs C complains about Accredited Insurance (Europe) Limited (‘AIEL’)’s handling of a claim on her home emergency insurance. Mrs C’s policy was sold and is administered by a third party company on AIEL’s behalf and all her correspondence has been with this compa... (3 pages)View decision -
Decision Reference DRN8541556
13 Nov 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs H complains that Inter Partner Assistance S.A. is responsible for poor service under her home emergency insurance policy.backgroundMrs H had a policy branded with the name of an insurance intermediary. IPA was the insurer responsible for dealing with claims. Wher... (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 -
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 DRN1459991
9 Aug 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S says that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMiss S has had a Homecare policy with British Gas for many years. This policy covers her boiler and central heating system. Miss S’s boiler is of some age and ... (2 pages)View decision -
Decision Reference DRN-3549186
17 Jun 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3549186 The complaint Ms L complains that A Shade Greener (Boilers) LLP (“ASG”) has no right to charge her for a repair undertaken to her boiler in 2021, about a poor quality power flush that was undertaken when the boiler was installed in 2014 and how she was treated when she fell int... (5 pages)View decision -
Decision Reference DRN-2553790
1 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2553790 The complaint Mr J complains about Aviva Insurance Limited’s (Aviva) service he received when he made a claim under his home emergency policy. What happened Mr J made a claim with Aviva as his boiler had broken down. It sent an engineer who found that the boiler required severa... (3 pages)View decision -
Decision Reference DRN0342822
8 Jul 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr R complains that Inter Partner Assistance SA (“IPA”) has rejected a claim for a boiler repair under his home emergency insurance policy.backgroundMr R owns a rental property and had a home emergency insurance policy to deal with any problems his tenant had. When the ... (3 pages)View decision -
Decision Reference DRN-3062013
30 Sep 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-3062013 The complaint Miss B complains that Hitachi Capital (UK) Plc won’t replace a boiler which she says is faulty. What happened In 2019 Miss B bought a new boiler, which she paid for with a fixed sum loan from Hitachi. The boiler was provided by a third party, which sub-contracted ... (3 pages)View decision