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 DRN2545042
24 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by British Gas Insurance Limited in relation to his central heating insurance policy. backgroundMr B’s policy with British Gas includes an annual service of his boiler. Mr B says British Gas failed to contact him on the ann... (2 pages)View decision -
Decision Reference DRN-2679774
12 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2679774 The complaint Mr S is unhappy with the service British Gas Insurance Limited (BG) provided when he claimed under his policy for a faulty boiler. What happened Mr S had HomeCare Four home emergency cover with BG for a property he lets. He reported a boiler fault caused by poor p... (6 pages)View decision -
Decision Reference DRN-2082394
1 Sep 2020 British Gas Services Limited UpheldInsuranceDRN-2082394The complaintMr L is unhappy at how British Gas Services Limited dealt with a boiler repair under a home emergency policy. What happenedA British Gas engineer visited Mr L’s property on 1 January 2020 to fix a boiler breakdown. But the boiler wasn’t fixed, and Mr L was told it’d... (3 pages)View decision -
Decision Reference DRN0612231
11 Sep 2015 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr R has complained about how Aviva Insurance Limited handled his claim; he feels this caused him further loss.backgroundA leak occurred; Aviva accepted the claim and did repairs but, shortly after, the property became damp again. Aviva said that before it would do any... (3 pages)View decision -
Decision Reference DRN-2687548
8 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2687548 The complaint Mr B complains that British Gas Insurance Limited failed to repair his boiler for over 14 months under his home emergency cover. What happened Mr B had a HomeCare home emergency policy with British Gas. In November 2019, British Gas cancelled a scheduled boiler se... (2 pages)View decision -
Decision Reference DRN0583239
2 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P is unhappy with the service provided by British Gas Insurance Limited in relation to two claims under his central heating insurance policy. background British Gas attended Mr P’s property, which is occupied by tenants, several times over a three week period in Fe... (3 pages)View decision -
Decision Reference DRN-3932310
20 Feb 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3932310 The complaint Mr K complains about Royal and Sun Alliance Insurance Limited (RSA) poor service, following his claim under his home emergency policy. What happened Mr K’s boiler broke down and he contacted RSA to make a claim. During the claims assessment, Mr K was asked to conf... (4 pages)View decision -
Decision Reference DRN0687985
13 Apr 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr H complains that Royal & Sun Alliance Insurance Plc gave him poor service under his home emergency insurance.backgroundMr H called for help with his central heating boiler. RSA was the insurer responsible for dealing with claims. Mr H complained that its engineer ... (3 pages)View decision -
Decision Reference DRN8544929
21 Mar 2017 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr E complains that Homeserve Membership Limited mis-sold him a boiler breakdown policy. backgroundMr E’s boiler broke down in November 2016. Due to the cost of fixing it the underwriter said it was beyond economic repair. Because the boiler was more than seven ... (1 page)View decision -
Decision Reference DRN6319033
18 May 2016 Nws3 Llp UpheldBanking and creditMr and Mrs W complain Nws 3 LLP (Nws) misrepresented a boiler package that it sold them under a conditional sale agreement. They also complain the boiler wasn’t installed properly. background Mr and Mrs W entered into the agreement on 24 February 2014. They say Nws a... (3 pages)View decision