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 DRN2066548
3 Mar 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr A has complained about the way Inter Partner Assistance SA handled a claim he made under his home emergency insurance policy. All references to IPA include its claims handler. backgroundMr A’s boiler broke so he had no heating or hot water. He called IPA to rep... (2 pages)View decision -
Decision Reference DRN2785952
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs J replaced her central heating boiler, following a recommendation from British Gas.Mrs J later discovered that noise from her heatin... (2 pages)View decision -
Decision Reference DRN-4222665
4 Sep 2023 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-4222665 The complaint Miss H is unhappy that Helvetia Global Solutions Limited refused to replace her water- damaged floor after its engineers tried to repair her boiler. Mr H acted on Miss H’s behalf in raising the complaint. As she is the named policyholder, and for ease of reading, ... (3 pages)View decision -
Decision Reference DRN0360815
2 Dec 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Complaint Mrs N (with representation from her husband, Mr N) complains that British Gas Insurance Limited didn’t adequately check their boiler during an annual service, and that it dealt with their central heating claim unfairly. Background Mrs N have central heating cover (including an an... (4 pages)View decision -
Decision Reference DRN4588693
14 Sep 2016 Santander UK Plc Not upheldBanking and creditMr W complains that Santander UK plc won’t refund to him the money that he paid for a boiler repair. His complaint is made against Santander under section 75 of the Consumer Credit Act 1974. backgroundMr W used his Santander credit card to pay £1,479.60 to a plumber ... (2 pages)View decision -
Decision Reference DRN2539698
21 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr W complained about the amount he had to pay to have one of Aviva Insurance Limited’s contractors install a replacement boiler.backgroundMr W holds an insurance policy which provides cover for the breakdown of the boiler and central heating system. The policy says cl... (3 pages)View decision -
Decision Reference DRN9519558
30 Jun 2015 esure Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about esure Insurance Limited’s decision to decline his accidental damage claim. backgroundMr W made a claim to esure under his contents insurance policy when he found that some things in his loft had become really damp. At first he thought there must be a ... (2 pages)View decision -
Decision Reference DRN6536495
28 Mar 2019 UIA (Insurance) Limited Not upheldInsurance (excluding PPI)Mr M complains that UIA (Insurance) Limited gave poor service under the home emergency section of his home insurance policy.backgroundMr M had a boiler installed in about May 2010 . It had a burner/ heat exchanger assembly with an attached fan. The fan was bolted or sc... (4 pages)View decision -
Decision Reference DRN-3160124
19 May 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3160124 The complaint Ms W complains that following a claim made under her home emergency policy, an engineer sent by Inter Partner Assistance SA (“IPA”) caused further damage to her boiler. What happened Ms W contacted IPA In February 2021 to report that her boiler was leaking. A cont... (2 pages)View decision -
Decision Reference DRN-3215879
8 Feb 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3215879 The complaint Mr and Mrs C are unhappy with the performance of a boiler that was supplied to them under a conditional sale agreement with A Shade Greener (Boilers) LLP (ASG). What happened In 2013, Mr and Mrs C entered into a regulated conditional sale agreement with ASG for th... (4 pages)View decision