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-3428470
12 Apr 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3428470 The complaint Mr S complains that Astrenska Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Where I refer to Astrenska, I include engineers and others insofar as I hold Astrenska responsible for their acts or omissions. Wh... (3 pages)View decision -
Decision Reference DRN9597444
1 May 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the service received from British Gas Insurance Limited when she reported a claim for a fault with her boiler. backgroundA British Gas engineer attended at Mrs A’s property in December 2013, following a report of no hot water or heating. During this visit the eng... (2 pages)View decision -
Decision Reference DRN9330046
1 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited mishandled his claim on a home emergency insurance policy.background Mr T lives in the United Kingdom. His father is over 65 years old and has a heart condition. So he should be kept warm. As he usually lives outsid... (5 pages)View decision -
Decision Reference DRN-5611318
20 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5611318 The complaint Mr T complains about the way in which British Gas Insurance Limited (BGIL) dealt carried out an annual boiler service and gas safety check. He’s unhappy about the service he received from its engineers. And he complains that BGIL unfairly increased his HomeCare... (6 pages)View decision -
Decision Reference DRN7006452
10 Oct 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T complains that Acromas Insurance Company Limited failed to repair a leak that it identified during an annual service and that when the boiler broke down it was deemed as beyond economic repair.background A routine annual service was carried out by Acromas on Mr T’s boiler in Decembe... (2 pages)View decision -
Decision Reference DRN-4884645
17 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4884645 The complaint Mr C complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr C’s boiler broke down and was declared beyond economical repair. He says Aviva attended a... (3 pages)View decision -
Decision Reference DRN-3705606
22 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3705606 The complaint Mr I’s complained about the way British Gas Insurance Limited (“British Gas”) dealt with him when he claimed under his policy for boiler breakdowns. What happened Mr I had had a HomeCare policy with British Gas for several years when his boiler stopped working tow... (3 pages)View decision -
Decision Reference DRN-5653962
30 Jun 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5653962 The complaint Mr B complains about the balance owed under a fixed sum loan agreement with Creation Consumer Finance Ltd. What happened In October 2021, Creation received an application for a fixed sum loan agreement in Mr B’s name. The loan application was successful and it ... (3 pages)View decision -
Decision Reference DRN-1339309
8 Jan 2020 Aviva Insurance Limited UpheldInsuranceDRN-1339309 The complaintMrs P complains about Aviva Insurance Limited's handling of a claim under her Home Emergency Cover policy. What happenedMrs P had a Home Emergency Cover policy with Aviva which provided breakdown cover for her gas central heating. She bought the policy in Nove... (4 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