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 DRN2737491
16 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of his central heating insurance policy. backgroundI issued my provisional decision on this matter in July 2015, an extract from which is copied below:“Mr A held a homecare agreement with British Gas, which ... (3 pages)View decision -
Decision Reference DRN-3599501
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3599501 The complaint Mrs M is unhappy that British Gas Insurance Limited (BG) didn’t carry out her annual boiler service or attend to her boiler breakdown. What happened Mrs M bought a HomeCare Four home emergency policy with BG in January 2020. The policy provided cover for her boile... (4 pages)View decision -
Decision Reference DRN5904545
5 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the service he received from Aviva Insurance Limited under his home emergency insurance policy.backgroundMr R complained to Aviva about various aspects of the service he’d received from it in relation to problems with his heating system. Aviva acknow... (2 pages)View decision -
Decision Reference DRN-3185794
30 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3185794 The complaint Mr A has complained that British Gas Insurance Limited didn’t properly service his boiler annually under the terms of the Homecare policy he held with it. What happened Mr A bought a homecare policy with British Gas and as part of the cover it provided Mr A with a... (2 pages)View decision -
Decision Reference DRN7147486
16 Oct 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs C complains that Inter Partner Assistance SA failed to provide cover for a claim she made on her home emergency policy. backgroundIn December 2013, Mrs C’s boiler failed and she had work carried out by a third party. This work was completed on 15 January 2014. ... (2 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-2113897
13 Nov 2020 Domestic & General Insurance Plc Not upheldInsuranceDRN-2113897 The complaint Mrs I complains that her ceiling suffered water damaged because Domestic & General Insurance Plc (D&G) didn’t properly investigate a fault with her boiler. What happened Mrs I had a boiler protection policy with D&G. She reported a loss of pressure in ... (3 pages)View decision -
Decision Reference DRN-3446415
12 May 2022 AXIS Specialty Europe SE Not upheldInsuranceDRN-3446415 The complaint L complains AXIS Specialty Europe SE unfairly declined their Commercial Property Insurance claim. All references to AXIS also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN0803469
29 Sep 2016 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mrs S complains that when she made a claim on her home emergency policy Amtrust Europe Limited charged her a call out charge for a visit by an engineer. Where I refer to Amtrust, this includes its claims handlers.backgroundMrs S phoned Amtrust when her boiler stoppe... (3 pages)View decision -
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