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 4078 results
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Decision Reference DRN-5259490
19 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5259490 The complaint Mr and Mrs P are unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t replace the pump after they had their boiler repaired. For ease of reading, I’ll refer to Mr P throughout my decision. When I refer to Mr P or Admiral, it should be taken to ... (3 pages)View decision -
Decision Reference DRN3787328
28 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G had British Gas insurance for (among other things) his central heating boiler. The insurance covered an annual service and repairs – subject... (4 pages)View decision -
Decision Reference DRN-4346778
13 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4346778 The complaint Mr and Mrs C complain about the way UK Insurance Limited handled a home emergency claim. Any reference to UKI includes the actions of its agent. For ease of reading, I’ve referred to Mr C throughout my decision. What happened The events of this complaint are well-... (3 pages)View decision -
Decision Reference DRN-4040714
24 Mar 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4040714 The complaint Mr H has complained that Domestic & General Insurance Plc (D&G) unfairly dealt with a claim under his home emergency policy. What happened Mr H contacted D&G to repair his boiler. D&G sent an engineer, who checked the system. He found a blockage wi... (3 pages)View decision -
Decision Reference DRN-4242631
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4242631 The complaint Mr and Ms M complain that British Gas Insurance Limited repeatedly failed to accurately diagnosis a problem with their boiler under their HomeCare policy. What happened Mr and Ms M hold a HomeCare policy with British Gas for their rental property. In June 2022, ... (3 pages)View decision -
Decision Reference DRN-4546920
9 Jan 2024 Wakam UpheldInsuranceDRN-4546920 The complaint Mr C is unhappy with the service provided by Wakam following a claim for damage to his boiler. What happened I set out the background to Mr C’s complaint in the provisional decision I issued on 18 December 2023, but I’ll set it out again below. Mr C held a home in... (4 pages)View decision -
Decision Reference DRN5273934
7 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about the actions of British Gas Insurance Limited. background Mr and Mrs T were customers of British Gas for many years and held a Homecare agreement, providing cover for their boiler and central heating system, amongst other things. In 2011, a complaint was rai... (4 pages)View decision -
Decision Reference DRN-4202984
21 Jun 2023 Evolution Insurance Company Limited UpheldInsuranceDRN-4202984 The complaint Ms J complains about Evolution Insurance Company Limited’s handling of her home emergency insurance claim. Evolution is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Evolution has accepted it is acco... (6 pages)View decision -
Decision Reference DRN8473657
3 Sep 2019 A Shade Greener (Boilers) Llp UpheldBanking and creditComplaintMr and Mrs M complain A Shade Greener (Boilers) LLP (“ASG”) has failed to keep to the terms of an agreement to install and maintain central heating equipment at their property.Background The background to this complaint, and my initial findings on it, can be found in my provisiona... (10 pages)View decision -
Decision Reference DRN-2912897
12 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2912897 The complaint Mr D is unhappy with the way Aviva Insurance Limited (Aviva) handled his claim under his home emergency policy for a boiler fault. What happened Briefly, Mr D claimed under his policy for a boiler fault. Because Aviva couldn’t send anyone out soon enough for him, ... (3 pages)View decision