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 4080 results
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Decision Reference DRN-3438382
20 Jun 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3438382 The complaint Mrs B complains about the handling of her claim by Aviva Insurance Limited to repair a leaking underground pipe and faulty boiler under her home emergency policy. Mrs B is represented by her son Mr I in this complaint. What happened Mrs B owns two houses next door... (6 pages)View decision -
Decision Reference DRN7411975
22 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E’s representative has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his Home Care policy in relation to his gas boiler.backgroundAt the end of April I set out the background to this complaint and my provision... (3 pages)View decision -
Decision Reference DRN9229386
16 Nov 2016 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mrs T is unhappy with Homeserve Membership Limited as when it came to repair her boiler, under her appliance warranty, it started work but didn’t complete it, leaving Mrs T to replace the boiler. backgroundThe boiler had been repaired before but this time, part way ... (2 pages)View decision -
Decision Reference DRN-3757647
28 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3757647 The complaint Mr R complains about a claim he made on his home emergency insurance policy with British Gas Insurance Limited. What happened The background to this complaint is well known to both Mr R and British Gas. In my decision, I’ll focus mainly on giving the reasons for r... (3 pages)View decision -
Decision Reference DRN-3347036
3 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3347036 The complaint Mr O complains that British Gas Services Limited (BG) damaged a filter in his boiler, which they then removed but didn’t directly replace under his HomeCare insurance policy. He feels this contributed to his boiler needing to be replaced. What happened Mr O had Ho... (5 pages)View decision -
Decision Reference DRN6616495
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint arises from the service provided by British Gas Insurance Limited in relation to his home emergency insurance policy.backgroundI issued my provisional decision on this matter in July 2015, an extract from which is copied below:“Mr B first contacted ... (5 pages)View decision -
Decision Reference DRN3342826
17 Feb 2015 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mrs T’s complaint is that Domestic & General Insurance Plc declined to remove the scale from her boiler. She has also raised issues regarding the service she received.background An annual service of Mrs T’s boiler was carried out by Domestic & General in July 2013. During this... (3 pages)View decision -
Decision Reference DRN8046592
8 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s (BG) service under his home care insurance policy. My references to BG include its agents.backgroundOn 12 June 2017 BG’s engineer attended Mr A’s property to carry out an annual service on the warm air unit and circul... (3 pages)View decision -
Decision Reference DRN5383753
21 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the level of service he received from British Gas Insurance Limited after he made a claim under his home emergency policy.backgroundMr D and his wife have a home emergency policy with British Gas. On 16 May Mr D reported a problem with his... (3 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