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
-
Decision Reference DRN-6141145
10 Feb 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-6141145 The complaint Mr M complains Evolution Insurance Company Limited unfairly declined a claim he made on his Home Care policy. What happened In May 2025 Mr M reported an issue with his boiler to Evolution, he said there was a leak coming from a valve. An engineer attended but ... (3 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 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 -
Decision Reference DRN-4031928
19 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4031928 The complaint Mrs S has complained about the service provided by British Gas Insurance Limited (’British Gas’) under her home care policy. What happened Mrs S experienced a boiler break-down in December 2022 and called out British Gas to fix the boiler under her home care polic... (4 pages)View decision -
Decision Reference DRN-4481852
28 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4481852 The complaint X complains about British Gas Insurance Limited’s (BG) poor service, following a claim under his home emergency policy. What happened X held a landlord policy with BG, his tenants contacted BG as there was an issue with the boiler. It sent an engineer who diagnose... (4 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 DRN-3726866
26 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726866 The complaint X is unhappy with the way British Gas Insurance Limited (British Gas) has dealt with his home care policy. What happened X had a home care policy with British Gas which included boiler care. e complained to British Gas about an incorrect email on his account and t... (4 pages)View decision -
Decision Reference DRN-3706046
17 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3706046 The complaint Mr I and Miss W complain that U K Insurance Limited mishandled a claim on the home emergency section of their home insurance policy. Where I refer to UKI, I refer to the above-named insurance company and I include its claims management company or home services pro... (5 pages)View decision -
Decision Reference DRN1475857
28 Apr 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained that Aviva Insurance Limited hasn’t agreed to pay him the full amount he’s claimed on his home emergency cover.backgroundAll references to Aviva include the agents it has appointed to handle claims.Mr M’s told us that when his boiler broke down, ... (2 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision