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
-
Decision Reference DRN7789634
15 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T, on behalf of L Limited, complains that British Gas Insurance Limited won’t pay for a replacement boiler at a property L Limited owns.backgroundL Limited has a HomeCare insurance policy with British Gas Insurance Limited (BG) to cover a tenanted property which it o... (4 pages)View decision -
Decision Reference DRN6008696
8 May 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs C complain that Inter Partner Assistance SA (IPA) mishandled a claim on their home emergency insurance.backgroundMr and Mrs C had home emergency cover underwritten by IPA, which was provided as a benefit of their bank account. They had issues with their boi... (2 pages)View decision -
Decision Reference DRN8121216
30 Jul 2019 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr F complains Inter Partner Assistance SA (IPA) declined his claim for repair of his boiler when he feels his home emergency policy should have covered this.All references to IPA include its agents which includes the business the investigator referred to in his correspondencebackgroundMr ... (2 pages)View decision -
Decision Reference DRN-2795249
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2795249 The complaint Miss H complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency policy. What happened Miss H held a home emergency policy with British Gas that provided repairs in the event of breakdown or damage to the boiler, ... (3 pages)View decision -
Decision Reference DRN-2909753
14 Jul 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2909753 The complaint Mrs M complains that Amtrust Europe Limited wouldn’t repair her boiler after she made a claim on her boiler service and breakdown policy. Mrs M has bee represented by her son throughout some of her complaint. However for ease of reading, all references to Mrs M in... (2 pages)View decision -
Decision Reference DRN5282882
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.provided poor customer service when he had issues with his central heating boiler and called on BGI under his home emergency policy; and2.shut down his central heating boiler as dangerous which led him to replace it unnecessarily.... (3 pages)View decision -
Decision Reference DRN9440989
13 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold an insurance policy by British Gas Services Limited. backgroundI issued my provisional decision on this matter in October 2015, an extract from which is copied below: “Mr R held a central heating insurance policy with British Gas... (4 pages)View decision -
Decision Reference DRN-3551370
1 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3551370 The complaint Mr D is unhappy with the compensation British Gas Insurance Limited (BG) paid him after it damaged his boiler during a service. What happened Mr D had a home emergency policy with BG, which included an annual boiler service. During the routine check, part of the b... (3 pages)View decision -
Decision Reference DRN-3734072
1 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3734072 The complaint Miss C complains about how British Gas Insurance Limited (British Gas) responded under her home emergency policy when her boiler broke down. References to British Gas in this decision include their agents who provide services under the policy. What happened In Feb... (3 pages)View decision -
Decision Reference DRN-2271447
20 Oct 2020 Amtrust Europe Limited Not upheldInsuranceDRN-2271447 The complaint Ms B complains about the way Amtrust Europe Limited dealt with claims she made on her home emergency insurance policy. Ms B’s represented by Mr N. What happened Ms B’s boiler had been experiencing faults over a couple of years. Amtrust’s engineers had attended and... (3 pages)View decision