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
-
Decision Reference DRN-5804991
8 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5804991 The complaint Mr K complains about how Aviva Insurance Limited managed and cancelled his boiler insurance. What happened On 13 March 2024, Mr K incepted a boiler cover policy, which is underwritten by Aviva. The policy cost an annual premium of £138 although Mr K was paying... (4 pages)View decision -
Decision Reference DRN-4547970
23 Jan 2024 247 Home Assist Limited Not upheldInsuranceDRN-4547970 The complaint Mr B has complained that 247 Home Assist Limited (247 Home Assist) mis-sold him a home emergency policy. What happened Mr B took out a policy with 247 Home Assist. He later made a claim under the policy. The claim was declined because Mr B’s boiler was declared be... (2 pages)View decision -
Decision Reference DRN-3831613
29 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3831613 The complaint Mr B and Mrs B complain that Aviva Insurance Limited (Aviva) has refused to pay a claim for the replacement of their boiler under the home emergency section of their buildings and contents policy. They want the claim paid and compensation for the inconvenience. Wh... (7 pages)View decision -
Decision Reference DRN1944725
20 Jun 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr Y complains that Royal & Sun Alliance Insurance Plc (“RSA”) says that it won’t replace his boiler under his home emergency insurance policy. backgroundMr Y has a home emergency policy with RSA. He rang it in July 2018, because he had no hot water. An engineer... (6 pages)View decision -
Decision Reference DRN-2822928
6 Aug 2021 British Gas Services Limited Not upheldInsuranceDRN-2822928 The complaint Mr B is complaining about the service provided by British Gas Services Limited (BG) under a boiler service contract. What happened In 2018 Mr B bought “Homecare” insurance through British Gas. The policy was renewed twice over the following years. Under the terms ... (3 pages)View decision -
Decision Reference DRN3596048
6 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr O’s complaint is about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy. backgroundMr O held a central heating insurance policy with British Gas for a property he lets out, which includes an annual service o... (3 pages)View decision -
Decision Reference DRN-3339300
1 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3339300 The complaint Mrs T complains about British Gas Insurance Limited (“British Gas”) for failing to identify developing corrosion to her boiler flue, despite attending recently for a boiler service and inspection. Mrs T wants British Gas to pay for Mrs T’s replacement boiler and t... (3 pages)View decision -
Decision Reference DRN-2948774
31 Aug 2021 OVO (S) HOME SERVICES LIMITED Not upheldInsuranceDRN-2948774 The complaint Miss M complains about the renewal of an insurance policy brokered by OVO (S) HOME SERVICES LIMITED trading as SSE. What happened Miss M had a home services policy sold and administered by OVO. The policy covered her boiler and central heating system, amongst othe... (4 pages)View decision -
Decision Reference DRN-2909753
14 Jul 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2909753 The complaint Mrs M complains that Amtrust Europe Limited wouldn’t repair her boiler after she made a claim on her boiler service and breakdown policy. Mrs M has bee represented by her son throughout some of her complaint. However for ease of reading, all references to Mrs M in... (2 pages)View decision -
Decision Reference DRN-4052047
6 May 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4052047 The complaint Mrs R complains about how Evolution Insurance Company Limited handled a claim she made under her boiler breakdown insurance for a boiler repair. What happened Mrs R held an annual boiler breakdown insurance policy, which is underwritten by Evolution Insurance Comp... (5 pages)View decision