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-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision -
Decision Reference DRN-3605015
28 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3605015 The complaint Mr J complains about British Gas Service Limited (BGS) and the way they handled the claim he made on his Home Emergency insurance policy. What happened Mr J held a Home Emergency insurance policy provided by BGS for a tenanted property. In September 2021, Mr J’s t... (3 pages)View decision -
Decision Reference DRN0229121
29 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S and Mr Y complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr S and Mr Y complained to BG about this matter. And, being unhappy with its response, they complained to this service.... (4 pages)View decision -
Decision Reference DRN2794203
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs S complained to BG about this matter. BG offered to pay her £180 compensation for the trouble and upset she’d experienced.Mrs S was ... (4 pages)View decision -
Decision Reference DRN5447030
29 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I’s complaint arises from a boiler insurance policy with British Gas Insurance Limited.backgroundMrs I had held a policy with British Gas that provided cover for her boiler and which also included provision for the boiler to be serviced each year since 2009. In ... (3 pages)View decision -
Decision Reference DRN8762305
30 Jun 2020 OVO (S) HOME SERVICES LIMITED Not upheldInsurance (excluding PPI)Mr M complains OVO (S) Home Services Ltd caused damage to his home, as their engineer failed to attend an agreed appointment to fix his boiler, and a leak occurred some days later.backgroundMr M had 24-hour boiler cover with OVO (previously known as SSE). A fault occurred, and OVO attended... (3 pages)View decision -
Decision Reference DRN-2529836
15 Mar 2021 Inter Partner Assistance SA Not upheldInsuranceDRN-2529836 The complaint Mrs H complains that when she called on Inter Partner Assistance SA (“IPA”) under her home emergency insurance policy, it failed to repair her central heating boiler for a period of 12 weeks over winter so that she had to buy a new boiler. What happened Mrs H’s bo... (2 pages)View decision -
Decision Reference DRN5732080
10 Aug 2015 MBNA Limited Not upheldBanking and creditMr M complains that MBNA Limited rejected his claim under S 75 Consumer Credit Act 1974 is respect of a new boiler.backgroundIn March 2014 Mr M paid £1,000 by credit card for a new boiler for his mother’s house. The payment included a power flush of the existing ra... (2 pages)View decision -
Decision Reference DRN-3589962
23 Nov 2022 247 Staywarm Limited Not upheldInsuranceDRN-3589962 The complaint Ms R complained that 247 Staywarm Limited (247 Staywarm) unfairly voided her boiler warranty and staywarm plan, resulting in her claim being declined under her home emergency / rescue service agreement. What happened After having her boiler fitted, Ms R made a cla... (3 pages)View decision -
Decision Reference DRN-3687492
9 Sep 2022 Evolution Insurance Company Limited UpheldInsuranceDRN-3687492 The complaint Ms B has complained about the way in which Evolution Insurance Company Limited (‘Evolution’) dealt with her request to cancel her home emergency insurance policy. What happened Ms B renewed her insurance policy with Evolution in March 2022 through her heating comp... (5 pages)View decision