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-4168477
13 Jun 2023 Homeserve Membership Limited Not upheldInsuranceDRN-4168477 The complaint Mr I complains that Homeserve Membership Limited (Homeserve) mis-sold him a home emergency insurance policy covering his boiler and central heating. What happened In 2012, Mr I took out a home emergency insurance policy for his boiler and central heating with a co... (3 pages)View decision -
Decision Reference DRN4139632
8 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs C complains about delays in British Gas Insurance Limited (“BGI”) resolving a fault with her boiler, and the costs she incurred because of this.background Mrs C said that she’d had an intermittent problem with her heating, which left the heating either stuck constantly on, or not wo... (4 pages)View decision -
Decision Reference DRN-1107907
3 Dec 2019 U K Insurance Limited Not upheldInsuranceThe complaint Mr B complains that UK Insurance Limited (“UKI”) won’t pay him the sum it promised him when he made a claim under the home emergency section of his home insurance policy. What happened In November 2018, Mr B’s central heating boiler developed a fault. He called on the enginee... (3 pages)View decision -
Decision Reference DRN5389951
9 Dec 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr K is unhappy with the handling of two claims he made under his home emergency policy with UK Insurance Limited. All references to UK Insurance Limited include the agents it appointed to handle the claims on its behalf.backgroundIn late 2014, Mr K reported that his boil... (3 pages)View decision -
Decision Reference DRN-5850169
31 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5850169 The complaint Mr S complains about how British Gas Insurance Limited (‘British Gas’) responded to a claim he made on his home emergency policy. Some of Mr S’ dissatisfaction relates to the actions of agents that were acting on behalf of British Gas. As British Gas have accep... (4 pages)View decision -
Decision Reference DRN7048814
11 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he received from British Gas Insurance Limited when he made a claim on his home emergency cover policy. backgroundMr P has a “HomeCare” home emergency cover policy provided by British Gas, which covers his boiler and central heating system. On 28 February 201... (3 pages)View decision -
Decision Reference DRN4714755
16 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he has received from British Gas Services Limited under his HomeCare agreement. background Mr B held a HomeCare care agreement provided by British Gas. When his agreement renewed in May 2011 it became a HomeCare cover insurance policy u... (3 pages)View decision -
Decision Reference DRN-2358818
23 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2358818 The complaint Ms H complains about the service she received from British Gas Insurance Limited (“BGIL”), when she made a claim on her central heating breakdown cover insurance policy. What happened Ms H contacted BGIL when her boiler stopped heating the water in her home. An en... (2 pages)View decision -
Decision Reference DRN6616198
29 Jun 2015 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Miss D complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros S.A. gave her poor service under a boiler insurance policy.backgroundFollowing an annual service, Miss D had several visits from Mapfre’s engineers trying to fix her boiler. She co... (2 pages)View decision -
Decision Reference DRN0319341
16 Nov 2020 Fairmead Insurance Limited UpheldInsurance (excluding PPI)Ms S has complained about her home insurer Fairmead in relation to a claim she made after a car was driven into her home. background A car was driven into Ms S’s home in August 2017. Ms S and her family had to move out but there were issues with this as well as some initial delays. Ms S co... (4 pages)View decision