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 4027 results
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Decision Reference DRN0871987
23 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M complained to BG about this matter. BG offered to return the premiums Mr M had paid under his policy and to pay him £65 compensatio... (5 pages)View decision -
Decision Reference DRN-5125169
25 Nov 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5125169 The complaint Mr D and Mrs D have complained about how DAS Legal Expenses Insurance Company Limited (DAS) dealt with a claim under a home emergency policy. What happened Mr D and Mrs D contacted DAS when they found a leak coming from their boiler. DAS sent an engineer, who ... (3 pages)View decision -
Decision Reference DRN3791162
23 Nov 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs P has complained that her claim for the cost of a replacement boiler was unfairly declined under an insurance policy. Her policy is provided by a syndicate atThe Society of Lloyd’s (“Lloyd’s”).backgroundMrs P took out a policy with Company A to service her boiler... (3 pages)View decision -
Decision Reference DRN-3946399
16 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3946399 The complaint Miss M complains about the service she received when she made a claim under her HomeCare insurance policy with British Gas Insurance Limited (“British Gas”) What happened Miss M has HomeCare cover with British Gas and has done for a numb... (3 pages)View decision -
Decision Reference DRN-3751020
8 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3751020 The complaint Mr P complains that British Gas Insurance Limited (BG) didn’t provide a full service of his boiler under his home emergency policy. He said this led to him needing to replace his boiler. What happened Mr P held a home emergency policy with BG from March 2021 to Ma... (3 pages)View decision -
Decision Reference DRN-4235665
26 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4235665 The complaint Mr M is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim made under his home emergency policy. Any references to RSA include its agents. What happened In December 2022, Mr M had a problem with his boiler and contacted RSA. An eng... (3 pages)View decision -
Decision Reference DRN-2352886
23 Apr 2021 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-2352886 The complaint Mr S complains that Ikano Bank AB (publ) won’t compensate him for the consequential losses that he’s incurred due to issues with a boiler that he paid for using a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Ikano Bank ... (3 pages)View decision -
Decision Reference DRN-5910152
10 Feb 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-5910152 The complaint Mr E complains about the decline of his home emergency claim by Millennium Insurance Company Limited (‘Millenium’). As Millenium have accepted responsibility for agents acting on their behalf, in my decision any reference to Millenium should also be interprete... (2 pages)View decision -
Decision Reference DRN3498276
27 Feb 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain about how Aviva Insurance Limited dealt with their home emergency claim. My references to Aviva include its agents.Mr and Mrs S are joint policyholders and complainants. As Mr S has corresponded with Aviva and us on their behalf for ease of ref... (3 pages)View decision -
Decision Reference DRN-5744578
1 Sep 2025 UWI Limited UpheldInsuranceDRN-5744578 The complaint Mr and Mrs G have complained about the way UWI Limited have handled their claim under their boiler and home cover policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. • Mr G called UWI in Novem... (3 pages)View decision