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
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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 -
Decision Reference DRN-1678754
6 Jul 2020 U K Insurance Limited Not upheldInsuranceDRN-1678754 The complaintMr E is unhappy with the way U K Insurance Limited (UKI) dealt with his Landlord Emergency claim and its refusal to pay towards a new boiler. What happenedMr E had Landlord Insurance, including Landlord Emergency cover, with UKI. The claim relates to his tenanted ... (3 pages)View decision -
Decision Reference DRN-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision -
Decision Reference DRN-2911037
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911037 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 pages)View decision -
Decision Reference DRN5856413
17 Feb 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMr H complains a boiler he acquired on a conditional sale agreement from A Shade Greener (Boilers) LLP (ASGB) was incorrectly installed. He wants ASGB to refund him the money he had to pay to put things right.backgroundI set out the background to Mr H’s complaint in my provisional decision... (6 pages)View decision -
Decision Reference DRN-1617952
25 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1617952 The complaintMr and Mrs B are unhappy with the financial offer British Gas Services Limited (BG) made after its engineer broke their fireplace. What happenedMr and Mrs B had HomeCare One - boiler and controls cover including annual service with BG. The policy is in joint names ... (2 pages)View decision -
Decision Reference DRN-5900330
20 Feb 2026 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5900330 The complaint Mr M has complained about the service provided by Helvetia Global Solutions Ltd (‘Helvetia’) under his boiler insurance policy. For the avoidance of doubt, the term ‘Helvetia’ includes reference to its agents and contractors for the purposes of this decision. W... (3 pages)View decision -
Decision Reference DRN-4765862
26 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4765862 The complaint Miss C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Miss C had a home emergency policy with British Gas which covered a property she rents out. Under the terms of the policy... (6 pages)View decision -
Decision Reference DRN-3201072
15 Dec 2021 Astrenska Insurance Limited UpheldInsuranceDRN-3201072 The complaint Mrs B has complained about the service she received from Astrenska Insurance Limited (AIL) under her boiler breakdown and home emergency insurance policy having been told that her boiler was beyond economic repair. References in my decision to AIL includes its age... (4 pages)View decision