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 DRN-1421034
16 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1421034The complaintMr N complains about the service provided by British Gas Insurance Limited (British Gas) when he made a claim under his home emergency insurance policy. What happenedMr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his b... (3 pages)View decision -
Decision Reference DRN-4435805
22 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4435805 The complaint Mr and Mrs C complain that British Gas Insurance Limited (BG) damaged their boiler and property. They would like BG to cover the cost of the new boiler and repairs. Mr and Mrs C had home emergency insurance underwritten by BG. The policy is in joint names but, for... (3 pages)View decision -
Decision Reference DRN-4310723
14 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4310723 The complaint Mr B has complained that British Gas Insurance Limited (BG) failed to repair his boiler under an insurance policy he believed he had with it, and that a boiler service he had had three months previously was inadequate. He had to pay for a new boiler. What happened... (3 pages)View decision -
Decision Reference DRN9069678
17 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Aviva Insurance Limited and its agent S mis-sold a home emergency policy. They want a refund of premiums and compensation.backgroundMr and Mrs H had a gas central heating breakdown policy with Aviva, administered by S. They felt that it had been mis-sold as their... (2 pages)View decision -
Decision Reference DRN-4301803
26 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4301803 The complaint Mrs B complains about British Gas Insurance Limited (BG) about the poor service she experienced, following a claim under her home emergency policy. What happened Mrs B held a home emergency policy with BG for several years. She noted that her boiler had broken dow... (4 pages)View decision -
Decision Reference DRN6967767
8 Aug 2017 A Shade Greener (Boilers) Llp Not upheldBanking and creditMr A has complained that the boiler he got from A Shade Greener (Boilers) LLP on aconditional sale agreement isn’t fit for purpose and wasn’t correctly installed. He wants A Shade Greener to put this right as it provided him with the credit to pay for it.backgro... (6 pages)View decision -
Decision Reference DRN1715119
29 Jan 2020 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that U K Insurance Limited mishandled his claim under the home emergency section of his home insurance policy.backgroundMr W lives with his wife. He has said they each work from home on a regular basisThe home emergency section covered repairs to their central heating boiler... (4 pages)View decision -
Decision Reference DRN-5207313
15 Jan 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5207313 The complaint Mr D has complained that Helvetia Global Solutions Ltd unfairly declined a claim under his landlord home emergency insurance policy. What happened Mr D’s tenant contacted Helvetia to make a claim because the thermostat in the flat they rented from Mr D wasn’t ... (2 pages)View decision -
Decision Reference DRN7825349
16 Mar 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B complaint arises from the service provided by Royal & Sun Alliance Insurance plc (“RSA”) in connection with a home emergency insurance policy.RSA uses agents to administer the policy on its behalf and also to deal with claims and complaints. Any reference to RSA in this decision ... (4 pages)View decision -
Decision Reference DRN9895701
28 Jan 2014 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr B complains that Automobile Association Insurance Services Limited (“AA”) mis-sold him a ‘Central Heating Breakdown Cover’ insurance policy. In order to resolve his complaint, Mr B wants AA to reimburse him for the cost of a new boiler, and to refund him the policy premiums paid. ... (3 pages)View decision