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-3264360
19 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3264360 The complaint Mr A complains about British Gas Insurance Limited’s handling of a claim about his boiler under his home emergency policy. What happened Mr A has an annual service provided under the terms of his home emergency plan with British Gas. He says the policy has been in... (3 pages)View decision -
Decision Reference DRN0309345
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from British Gas Insurance Limited (BG) when his boiler broke down.backgroundMr D has a HomeCare Two policy with BG which provides cover for his boiler, controls and central heating and provides an annual service.On 17 January 2019, BG performed... (3 pages)View decision -
Decision Reference DRN0356321
17 Feb 2018 National House-Building Council Not upheldInsurance (excluding PPI)Mr W is unhappy that National House-Building Council (NHBC) won’t pay his claim for replacing his boiler under his building warranty policy.backgroundMr W purchased the property, a flat, in 2007. He let the property out and in 2015 had a gas safety inspection carried... (2 pages)View decision -
Decision Reference DRN-5017855
15 Oct 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5017855 The complaint Mr L and Ms L have complained about the service provided by Accredited Insurance (Europe) Ltd (‘Accredited’) under a home emergency policy. As Ms L seemed mainly to deal with the claim and complaint, for ease, I will normally only refer to her. References to ... (3 pages)View decision -
Decision Reference DRN9820476
5 May 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr J complains about Admiral Insurance Company Limited’s decision to refuse his home insurance claim for damage to his boiler. background I issued a provisional decision in this complaint in April 2016. Mr J replied to say that he accepted my provisional findings. He pro... (6 pages)View decision -
Decision Reference DRN6195617
1 Sep 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs M have complained that Inter Partner Assistance SA (IPA) mistakenly told them they weren’t covered after they tried to claim under their home emergency insurance policy. backgroundMr and Mrs M reported a fault with their boiler. IPA sent an engineer to c... (2 pages)View decision -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision -
Decision Reference DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision -
Decision Reference DRN-4236895
21 Aug 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4236895 The complaint Mr S has complained about how Aviva Insurance Limited (Aviva) dealt with his boiler under a home emergency policy. What happened Aviva carried out a Basic Health Check on Mr S’s boiler. The engineer told Mr S the boiler wasn’t operating to the required pressure an... (2 pages)View decision