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-3574422
25 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3574422 The complaint Mr D complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr D had a policy with D&G that provides an annual service for his cen... (3 pages)View decision -
Decision Reference DRN-3664787
8 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3664787 The complaint Mr D on behalf of Mrs M as policyholder for business ‘D’ has complained that delays in attending to an issue with a boiler led to damage unnecessarily being caused by a water leak. Mrs M bought a Homecare agreement with British Gas Insurance Ltd (BGIL). What happe... (2 pages)View decision -
Decision Reference DRN2017533
27 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint arises from the handling of a claim made under his central heating and boiler insurance cover with British Gas Insurance Limited. Mr C is represented in this complaint by his daughter. All references to Mr C in this decision should be read as includi... (3 pages)View decision -
Decision Reference DRN1666349
18 Nov 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs B’s complaint is about the service provided under her home emergency insurance policy with Aviva Insurance Limited. backgroundMrs B is unhappy with the service she received after the business carried out its annual boiler service. After the service the engineer couldn’t get the boiler ... (3 pages)View decision -
Decision Reference DRN-5334439
4 Mar 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5334439 The complaint Mr A complains about how Evolution Insurance Company Limited (“Evolution”) handled the annual service of a boiler under his boiler insurance policy. What happened Mr A had an insurance policy with Evolution providing him with emergency assistance and an annual ... (2 pages)View decision -
Decision Reference DRN-5837380
21 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837380 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim he made under his HomeServe home emergency policy. References to Aviva include its authorised agents. What happened The details of what happened are well known to both parties. I will summa... (2 pages)View decision -
Decision Reference DRN8211029
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the level of service received from British Gas Insurance Limited duringan annual service carried out in February 2013. Mr H believes that damage was caused tohis central heating system as a result of British Gas’ negligence.backgroundI issued my ... (7 pages)View decision -
Decision Reference DRN-4315403
18 Sep 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4315403 The complaint Mr and Mrs W have complained that Aviva Insurance Limited (‘Aviva’) declined their claim for a replacement boiler and also settled a burst pipe claim for less than expected under their home insurance policy. For the avoidance of doubt, the term ‘Aviva’ includes it... (5 pages)View decision -
Decision Reference DRN8140994
2 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms N complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Ms N complained that a British Gas engineer damaged her boiler. The investigator recommended that the complaint should be upheld in part. He thought t... (2 pages)View decision -
Decision Reference DRN4352449
2 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains on behalf of Mr A and Mr C about a Home Care policy taken out with British Gas Services Limited (“British Gas”). Mr A and Mr C would like a refund of the policy.backgroundThe policy was taken out in June 2011. Under the terms and conditions, the boil... (2 pages)View decision