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 DRN2051074
29 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the service he received from British Gas Insurance Limited under a central heating insurance policy.backgroundMr J’s British Gas policy covered a property he rents out to tenants. In July 2015 British Gas carried out the annual service on the ... (2 pages)View decision -
Decision Reference DRN-4884645
17 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4884645 The complaint Mr C complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr C’s boiler broke down and was declared beyond economical repair. He says Aviva attended a... (3 pages)View decision -
Decision Reference DRN-3705606
22 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3705606 The complaint Mr I’s complained about the way British Gas Insurance Limited (“British Gas”) dealt with him when he claimed under his policy for boiler breakdowns. What happened Mr I had had a HomeCare policy with British Gas for several years when his boiler stopped working tow... (3 pages)View decision -
Decision Reference DRN8067172
26 Jul 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Miss T complains about Society of Lloyd’s (“Lloyd’s”), handling of her claim in respect of abroken down boiler. She wants Lloyds to increase its offer of compensation to her.backgroundI set out the background to this complaint in a provisional decision, issued in June 2019. A copy of that ... (2 pages)View decision -
Decision Reference DRN4888414
17 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P says that British Gas Insurance Limited caused a water leak in his kitchen when carrying out work under his central heating insurance policy.backgroundIn October 2013, British Gas carried out an annual service on the boiler and decided that the expansion ve... (2 pages)View decision -
Decision Reference DRN6566356
7 Jun 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Miss G complains about poor service provided by British Gas Services Limited (“BGS”) under her home emergency insurance policy.background Miss G has had a home emergency policy with BGS for a number of years. She complained that during 2016: BGS’s engineer didn’t carr... (3 pages)View decision -
Decision Reference DRN5042620
12 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) won’t repair his boiler under his contract with them.I’ve previously issued a provisional decision in this case. In response to this, I’ve received further information from both Mr S and BG which I’ve taken into ... (5 pages)View decision -
Decision Reference DRN-4051884
22 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4051884 The complaint Ms M and Mr M are unhappy about the handling, service and decline of a boiler claim by British Gas Insurance Limited under a home emergency HomeCare policy. The policy is in the name of Ms M and Mr M but for the purposes of this decision as Mr M as dealt with most... (4 pages)View decision -
Decision Reference DRN-3173724
22 Nov 2021 INSURE GROUP LIMITED Not upheldInsuranceDRN-3173724 The complaint Mr and Mrs M complain about the decision of Insure Group Limited, trading as Home Emergency Assist (HEA), not to refund all of their policy premiums, following cancellation. What happened Mr and Mrs M took out boiler cover with HEA for £159 annual payment and this... (2 pages)View decision -
Decision Reference DRN8060660
29 May 2019 Amtrust Europe Limited UpheldInsurance (excluding PPI)Miss M complains about poor customer service under her home emergency insurance policy underwritten by Amtrust Europe Limited (“Amtrust”) when her central heating boiler broke down.backgroundMiss M’s policy covered the boiler and central heating system at the house she... (4 pages)View decision