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 DRN-6186355
3 Mar 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6186355 The complaint Mr O is unhappy with the way Inter Partner Assistance SA (IPA) handled a claim under his home emergency insurance policy. What happened Mr O made a claim to IPA on Thursday 20 November 2025 after his boiler stopped working. An engineer sent by IPA attended on ... (2 pages)View decision -
Decision Reference DRN5874180
9 Jan 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr D says the information Aviva Insurance Limited provided about his home emergency policy wasn’t clear or fair and that it was misleading.backgroundMr D bought his home emergency cover online. The policy was initiated in July 2018 and it covered plumbing, heating and... (2 pages)View decision -
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 DRN3201625
13 Jun 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that Ageas Insurance Limited won’t cover the cost of a repair under his home emergency policy after it attempted and failed to repair his boiler. backgroundMr R contacted Ageas when his boiler started leaking heavily in November 2016. Ageas’ engineer ad... (3 pages)View decision -
Decision Reference DRN4175748
30 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B believe that their boiler failed because British Gas Insurance Limited’s engineers didn’t maintain it properly and they weren’t suitably qualified to repair it. They have also complained that British Gas stopped servicing the cooker, although they still ... (3 pages)View decision -
Decision Reference DRN5371435
13 Jun 2019 Hitachi Capital (UK) Plc UpheldBanking and creditMs P complains that a central heating boiler she purchased on finance supplied by Hitachi Capital (UK) Plc was not of satisfactory quality. She wants to cancel the agreement, get her payments refunded and be compensated for damage caused by a leak from the boiler.backgr... (4 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 DRN0825787
2 Jan 2020 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr C’s complaint is that Swinton Group Ltd mis-sold him a central heating insurance policy. backgroundMr C bought a central heating insurance policy in 2015. The policy was sold by Swinton and underwritten by another company. Mr C wanted to make a claim under the policy when his boiler bro... (3 pages)View decision -
Decision Reference DRN-4793758
13 May 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4793758 The complaint Mr S has complained about an annual service carried out by Domestic & General Insurance Plc (D&G) under a home emergency policy. References to D&G includes companies working on its behalf. What happened Mr S’s boiler was serviced by a D&G engineer.... (2 pages)View decision