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-4425534
2 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4425534 The complaint Mrs B has complained about the handling of a claim under her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In July 2022, Mrs B contacted British Gas as there was water dripping from a valve in her boiler. An engineer... (6 pages)View decision -
Decision Reference DRN-3220870
22 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3220870 The complaint Mr A has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened Mr A contacted British Gas when the boiler stopped working at a property he rented to tenants. The tenants had no heating or ... (2 pages)View decision -
Decision Reference DRN-4218923
20 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4218923 The complaint Mrs J has complained that British Gas Insurance Limited (‘British Gas’) failed to sell her an appropriate product when she called to take out cover for her boiler and heating system. Mrs J is represented in her complaint by Mr J. What happened On 4 January 2023, M... (2 pages)View decision -
Decision Reference DRN-3484381
1 Jun 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3484381 The complaint Mr S complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined his claim under his home emergency policy. What happened Mr S had been a loyal customer, taking out a home emergency policy with RSA for five consecutive years. Mr S said, “... (2 pages)View decision -
Decision Reference DRN-2910269
15 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2910269 The complaint Ms H complains that, for six years, British Gas Insurance Limited carried out sub-standard annual services on her boiler under her home care insurance policy, which eventually resulted in her boiler being condemned. What happened Ms H first took out a home care po... (6 pages)View decision -
Decision Reference DRN-3269045
4 Feb 2022 U K Insurance Limited UpheldInsuranceDRN-3269045 The complaint Mrs B complains about how U K Insurance Limited (“UKI”) handled her claim under her home emergency cover on her landlord insurance policy. What happened Mrs B had a landlord insurance policy that was underwritten by UKI, for a property she owns and rents out. In A... (2 pages)View decision -
Decision Reference DRN5534030
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have complained about the service provided by British Gas Insurance Limitedin relation to a central heating insurance policy. backgroundMr and Mrs C held a policy with British Gas for a number of years, since the boiler was installed. As part of the cove... (2 pages)View decision -
Decision Reference DRN9937953
9 Jul 2019 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs B complains about some work that Inter Partner Assistance SA (“IPA”) did under her home emergency policy.backgroundMrs B said that she had home emergency insurance with IPA, and she’d accepted the extra option of a boiler service. She said that when she had her boiler serviced, the eng... (5 pages)View decision -
Decision Reference DRN-4582076
25 Jan 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4582076 The complaint Mr N has complained about how Evolution Insurance Company Limited (Evolution) dealt with a claim under a home emergency policy. What happened Evolution sent an engineer to carry out a boiler service. The engineer said parts needed replacing. Evolution told Mr N th... (4 pages)View decision -
Decision Reference DRN5105863
10 Sep 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr A complains that Amtrust Europe Limited acted unfairly and unreasonably when repairing his boiler under a home emergency policy. He wants Amtrust to pay to replace the boiler or pay the value of the boiler.backgroundMr A had a home emergency policy with Amtrust. His boiler suffered a ma... (2 pages)View decision