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 4068 results
-
Decision Reference DRN-2870156
30 Jul 2021 Homeserve Membership Limited Not upheldInsuranceDRN-2870156 The complaint Mr T says he was mis-sold a Home Emergency policy by Homeserve Membership Limited. He says the company told him his boiler wasn’t covered several months after the policy was set up. What happened Mr T took out a policy with Homeserve in April 2020. This included c... (3 pages)View decision -
Decision Reference DRN-4095593
8 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4095593 The complaint Mr and Mrs H complain about UK Insurance Limited (UKI) poor service, following a claim under their home emergency policy. What happened Mr and Mrs H contacted UKI to make a claim as their boiler had broken down. In their home were two boilers and what they describ... (4 pages)View decision -
Decision Reference DRN-6162373
18 Feb 2026 Millennium Insurance Company Limited Not upheldInsuranceDRN-6162373 The complaint Mr B has complained that Millennium Insurance Company Limited (MICL) unfairly dealt with a claim under his home emergency policy. What happened Mr B’s policy with MICL included an annual service. When the engineer visited to carry out the annual service, he to... (3 pages)View decision -
Decision Reference DRN-5502045
16 May 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5502045 The complaint Mr Z complains about how Evolution Insurance Company Limited (‘Evolution’) handled a claim made on his home emergency insurance policy. What happened Mr Z contacted Evolution in December 2024 to make a claim on his home emergency insurance policy after there w... (3 pages)View decision -
Decision Reference DRN-4581414
22 Mar 2024 A Shade Greener (Boilers) Llp Not upheldConsumer CreditDRN-4581414 The complaint Mr T says A Shade Greener (Boilers) LLP, has treated him unfairly in relation to boiler installation and maintenance agreement. What happened In October 2012 Mr T contracted to have a boiler installed with A Shade Greener (Boilers) LL... (3 pages)View decision -
Decision Reference DRN1578741
10 Jul 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains that Acromas Insurance Company Limited gave him poor service under his home emergency insurance policy.backgroundMr W had home emergency insurance underwritten by Acromas. He complained that his insurer’s engineers damaged his gas central heating boiler. Hi... (3 pages)View decision -
Decision Reference DRN9334172
17 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P complains that her boiler stopped working and had to be replaced because British Gas Insurance Limited failed to service it properly.backgroundMrs P has had cover with British Gas Insurance Limited for some years. She called British Gas when flames were seen comi... (2 pages)View decision -
Decision Reference DRN-3300324
9 Feb 2022 Amtrust Europe Limited UpheldInsuranceDRN-3300324 The complaint Mr M’s complaint is about the handling of a claim under his central heating insurance policy with Amtrust Europe Limited. What happened I issued a provisional decision on this matter in January 2022, the main parts of which are copied below: “In February 2021, Mr ... (6 pages)View decision -
Decision Reference DRN1646300
28 Jan 2019 A Shade Greener (Boilers) Llp UpheldInsurance (excluding PPI)Mr H complains that A Shade Greener (Boilers) LLP has charged him for an engineer’s visit that he considers should have been covered under his ‘Boiler Replacement Agreement’.backgroundMr H purchased a boiler from A Shade Greener (Boilers) LLP (ASG) in 2014, under a ... (3 pages)View decision -
Decision Reference DRN1445093
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s attempts to complete a repair to his boiler under his HomeCare policy. Mr A considers the service he has received to be substandard. backgroundMr A holds a HomeCare policy, underwritten by British Gas Insurance Limited. Mr A’s boiler ... (2 pages)View decision
1 of 407
Next