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 DRN7064318
30 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain about the customer service they received from Royal Bank of Scotland plc (trading as Halifax) in relation to a chargeback claimbackground Mr and Mrs B have a joint current account. They bought a boiler in June 2014 using Mr B’s debit card. In mid... (2 pages)View decision -
Decision Reference DRN0508112
1 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained about the service he’s received from British Gas Insurance Limited (“BG”) under his Homecare 100 policy.backgroundMr D took out a BG Homecare 100 policy in October 2014. Shortly afterwards BG undertook the first service and inspection of his boiler un... (2 pages)View decision -
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-4937012
25 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4937012 The complaint Mr and Mrs G are unhappy that Santander UK Plc declined to raise a chargeback. What happened In June 2022 Mr and Mrs G purchased a boiler, which came with a 12-year annual service plan. They paid £2,290 using their Santander debit card. The first service was du... (2 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 DRN-5837380
21 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837380 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim he made under his HomeServe home emergency policy. References to Aviva include its authorised agents. What happened The details of what happened are well known to both parties. I will summa... (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 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 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 DRN8140994
2 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms N complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Ms N complained that a British Gas engineer damaged her boiler. The investigator recommended that the complaint should be upheld in part. He thought t... (2 pages)View decision