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-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-3502265
28 Jun 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3502265 The complaint Miss F has complained that Domestic & General Insurance Plc (‘D&G’) declined to pay the full replacement value for a boiler under her boiler and system insurance policy. What happened Miss F renewed her boiler and system insurance with D&G in January 2... (4 pages)View decision -
Decision Reference DRN-2944481
29 Mar 2022 Aviva Insurance Limited Not upheldInsuranceDRN-2944481 The complaint Mr and Mrs V have complained to Aviva Insurance Limited about the way a claim they made under their home emergency cover has been dealt with. What happened Starting in September 2020 Mr and Mrs V experienced ongoing problems with their boiler which resulted in per... (5 pages)View decision -
Decision Reference DRN-4099828
9 May 2023 One Insurance Limited UpheldInsuranceDRN-4099828 The complaint Mr H complains that One Insurance Limited (One Insurance) turned down his claim on his executive home emergency insurance policy. What happened Mr H took out a buildings and contents home insurance policy online with One Insurance in January 2020. The policy inclu... (3 pages)View decision -
Decision Reference DRN7127102
16 May 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr G has complained about Homeserve Membership Limited. He isn’t happy that it wasn’t able to fix his boiler under his policy and that he had to pay for a new one.backgroundMr G made a claim under his policy and Homeserve attended. Initially it fixed the problem bu... (2 pages)View decision -
Decision Reference DRN-3676420
7 Sep 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3676420 The complaint Mr and Mrs L are unhappy with how A Shade Greener (Boilers) LLP (ASG) carried out its obligations to maintain a boiler it supplied to them under a conditional sale agreement. What happened In 2016, Mr and Mrs L entered into a regulated conditional sale agreement w... (5 pages)View decision -
Decision Reference DRN5105863
10 Sep 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr A complains that Amtrust Europe Limited acted unfairly and unreasonably when repairing his boiler under a home emergency policy. He wants Amtrust to pay to replace the boiler or pay the value of the boiler.backgroundMr A had a home emergency policy with Amtrust. His boiler suffered a ma... (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 DRN6305438
12 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas visited Mr B’s property and said his boiler was unsafe.Mr B was unhappy with British Gas’ response to his complaint, so he com... (2 pages)View decision -
Decision Reference DRN8797782
9 Jun 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs G have complained about U K Insurance Limited. It repaired their boiler at a cost of £1300 under their policy but refused to re-attend, following a further problem with the boiler as it was over 10 years old.backgroundMr and Mrs G logged a claim in Decembe... (2 pages)View decision