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 DRN6271222
13 Dec 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that an engineer employed by British Gas Services Limited (“BritishGas”) to carry out an annual central heating boiler service under their home emergency insurance policy left it in an unsafe condition leaking gas and fumes. Mr and Mrs M are a... (2 pages)View decision -
Decision Reference DRN-3953127
13 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3953127 The complaint Ms H complains about the service from Aviva Insurance Limited (Aviva) under her home emergency policy when she had a problem with her boiler and heating system. References to Aviva include their agents who provide services and deal with claims under the policy. Wh... (3 pages)View decision -
Decision Reference DRN-3161258
24 Nov 2021 Inter Partner Assistance SA UpheldInsuranceDRN-3161258 The complaint Mr L complains about the service provided by Inter Partner Assistance SA (IPA) when he made a claim on his home emergency insurance policy. References to IPA include their agents. What happened On 1 May 2021 Mr L contacted IPA to make a claim on his home emergency... (3 pages)View decision -
Decision Reference DRN8011548
24 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss P complains about the service she received under her home emergency policy with British Gas Insurance Limited. My references to British Gas include agents it appointed to carry out work on its behalf. background Miss P contacted British Gas in December 2017 as she was having problems ... (3 pages)View decision -
Decision Reference DRN7338368
19 Oct 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)The length of time taken for Aviva Insurance Limited to settle Mr F’s claim for a broken boiler under his boiler breakdown insurance policy.backgroundMr F told Aviva that his boiler had broken and that he had no heating or hot water (I’ll refer to this as “the firs... (2 pages)View decision -
Decision Reference DRN-3136207
19 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3136207 The complaint Mrs B’s complaint arises from her central heating insurance policy with British Gas Insurance Limited. Mrs B is represented in this complaint by Mr C but for ease, all references in this decision will be to Mrs B. What happened I issued a provisional decision on t... (6 pages)View decision -
Decision Reference DRN1400451
5 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss O has complained about British Gas Insurance Limited’s failure to identify a problem with a flue on her boiler during its annual service and during its subsequent repair which caused it to fail, leaving the boiler beyond economic repair. Miss O was also unhappy with the poor servic... (2 pages)View decision -
Decision Reference DRN2466591
13 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains about the service provided by British Gas Insurance Limited in relation to a home emergency insurance policy.Some of our correspondence has bene with Mr P’s wife, on his behalf, but for ease I will just refer to Mr P in my decision.backgroundMr P held a “gas appliance check”... (2 pages)View decision -
Decision Reference DRN1804320
22 Aug 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mr G complains that he was given poor advice by Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (“Mapfre”) when he made a claim under his home emergency insurance policy. backgroundMr G contacted Mapfre on 17 October 2012, as he had no heating or hot water. An en... (2 pages)View decision -
Decision Reference DRN4559653
9 Mar 2020 Green Hut Energy Ltd UpheldBanking and creditComplaintMr K has complained that he was mis-sold a fixed sum loan by Green Hut Energy Ltd. The loan was provided under the Green Deal scheme to finance the installation of a boiler in his home. BackgroundMr K has said that he is disabled and is on a fixed income. In 2017, he was consideri... (6 pages)View decision