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 DRN7903676
17 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J are unhappy that British Gas Insurance Limited didn’t recognise a leak in 2017 during an annual service. The boiler casing has now corroded due to the leak and it needs replacing. backgroundMr and Mrs J have a HomeCare policy through British Gas which includes annual boiler se... (3 pages)View decision -
Decision Reference DRN-3716809
23 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3716809 The complaint Mr K and Ms G complain that Royal & Sun Alliance Insurance Limited (trading as More Th>n) mishandled a claim on the home emergency section of their home insurance policy. Where I refer to Mr K, I regard him as also speaking for Ms G. Where I refer to RSA, I... (3 pages)View decision -
Decision Reference DRN8190884
25 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss B complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator though... (2 pages)View decision -
Decision Reference DRN3212766
11 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about the service he’s received from British Gas Insurance Limited (“BG”) under his central heating plan.backgroundMr K has a policy with BG for the maintenance of his boiler and central heating system. This includes an annual boiler service.For many years... (2 pages)View decision -
Decision Reference DRN-3221785
3 Mar 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3221785 The complaint Miss S is unhappy with the time she was without heating and hot water due to Aviva Insurance Limited’s (Aviva) delays handling her claim for a broken boiler. Miss S had contents and buildings insurance with Aviva, which included home emergency cover for her boiler... (2 pages)View decision -
Decision Reference DRN5136709
15 Aug 2017 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by Domestic and General Insurance Plc (D&G)following the breakdown of his boiler.backgroundIn December 2016, Mr B reported a fault with his boiler and an engineer attended. InJanuary 2017 Mr B contacted D&G again sayi... (2 pages)View decision -
Decision Reference DRN-4904104
14 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4904104 The complaint Mr R and the estate of the late Mr R have complained about the way British Gas Insurance Limited carried out the annual boiler service under a HomeCare agreement. They are represented by Miss R in bringing this complaint. What happened Mr R and the estate of t... (2 pages)View decision -
Decision Reference DRN3291567
20 Sep 2013 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr T has complained about the rejection by Acromas Insurance Company Limited (“Acromas”) of his boiler insurance claim, saying he was not aware of any leaks when he added home emergency cover to his household insurance policy and its contractor left his boiler dismantled. our init... (2 pages)View decision -
Decision Reference DRN5563811
3 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C say British Gas Insurance Limited failed to correctly repair their central heating system resulting in some damage to it.backgroundI recently sent a provisional decision to Mr and Mrs C and British Gas. I said that I didn’t think British Gas had offered en... (2 pages)View decision -
Decision Reference DRN3695494
30 Oct 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr R and Mrs Z complain that Aviva Insurance Limited refused a claim for replacement of a hot water cylinder under their home emergency policy.backgroundIn January 2018, Mr R and Mrs Z reported a leak from their boiler. Aviva attended and said the boiler was beyond ... (3 pages)View decision