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 DRN4059066
17 Mar 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs M complains that Royal & Sun Alliance Insurance Plc (RSA) wouldn’t send an engineer to repair her boiler when it broke down. backgroundMrs M has a home insurance policy provided by RSA which includes optional cover for home emergencies. On 30 November 2018 Mrs M’s boiler broke dow... (3 pages)View decision -
Decision Reference DRN-5871393
10 Oct 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5871393 The complaint Mr R complains Creation Consumer Finance Ltd (“Creation”) didn’t accept his claim under Section 75 for a faulty boiler. What happened The background to this complaint is well known to both parts, so I haven’t repeated it at length here. As a summary, in Novemb... (6 pages)View decision -
Decision Reference DRN-2795249
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2795249 The complaint Miss H complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency policy. What happened Miss H held a home emergency policy with British Gas that provided repairs in the event of breakdown or damage to the boiler, ... (3 pages)View decision -
Decision Reference DRN9440989
13 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold an insurance policy by British Gas Services Limited. backgroundI issued my provisional decision on this matter in October 2015, an extract from which is copied below: “Mr R held a central heating insurance policy with British Gas... (4 pages)View decision -
Decision Reference DRN2310160
6 Jan 2016 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mr N is unhappy because Great Lakes Reinsurance (UK) SE hasn’t repaired his boiler and has cancelled his insurance.backgroundWhen Mr N’s boiler broke down, he contacted Great Lakes to make a claim.An engineer came out and said a part was needed, which would cost... (2 pages)View decision -
Decision Reference DRN-2480721
7 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2480721 The complaint Mr G has complained about the way British Gas Insurance Limited (British Gas) has maintained his boiler during the time his HomeCare agreement was in place. He’s said that British Gas’ failure to properly care for and maintain the boiler during that period led to ... (3 pages)View decision -
Decision Reference DRN-6211819
10 Mar 2026 British Gas Insurance Limited UpheldInsuranceDRN-6211819 The complaint Ms B is unhappy that British Gas Insurance Limited (British Gas) hasn’t fixed her boiler and feels previous delayed repairs have impacted the boilers current state. She has also reported issues with her electrics which she feels is a result of the boiler issues... (5 pages)View decision -
Decision Reference DRN-4775304
21 May 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4775304 The complaint Mrs B complains about the way Evolution Insurance Company Limited has handled a claim under her boiler insurance policy. Where I refer to Evolution, this includes the actions of its agents and claims handlers. What happened In November 2023, Mrs B renewed her boil... (4 pages)View decision -
Decision Reference DRN1944725
20 Jun 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr Y complains that Royal & Sun Alliance Insurance Plc (“RSA”) says that it won’t replace his boiler under his home emergency insurance policy. backgroundMr Y has a home emergency policy with RSA. He rang it in July 2018, because he had no hot water. An engineer... (6 pages)View decision -
Decision Reference DRN-2822928
6 Aug 2021 British Gas Services Limited Not upheldInsuranceDRN-2822928 The complaint Mr B is complaining about the service provided by British Gas Services Limited (BG) under a boiler service contract. What happened In 2018 Mr B bought “Homecare” insurance through British Gas. The policy was renewed twice over the following years. Under the terms ... (3 pages)View decision