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 4034 results
-
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 DRN-5000844
5 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5000844 The complaint Mr A’s complaint is about the service provided under his central heating and kitchen appliance insurance policy with British Gas Insurance Limited. What happened Mr A held a policy with British Gas which covered his boiler and central heating system, as well a... (7 pages)View decision -
Decision Reference DRN0659528
4 Aug 2017 Help-Link UK Limited Not upheldInsurance (excluding PPI)Ms B complains about the standard of work carried out to her central heating system by Help-Link UK Limited. She also complains about Help-Link’s staff and its response to her complaint. background In 2012 Ms B took out a cover plan with Help-Link to cover her heating... (5 pages)View decision -
Decision Reference DRN7278423
22 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L believes that British Gas Insurance Limited is responsible for damage to her boiler.backgroundMs L held a home emergency insurance policy with British Gas, which provided cover for a property occupied by tenants, from 2005. British Gas inspected the boiler before confirming the cove... (3 pages)View decision -
Decision Reference DRN-3481425
25 May 2022 AWP P&C SA UpheldInsuranceDRN-3481425 The complaint Mr E complains that AWP P&C SA (AWP) unfairly declined his claim under his Home Emergency policy. What happened Mr E had a home emergency policy with AWP. The policy provided cover for a number of home emergencies, including problems with the “primary heating ... (4 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 DRN5378642
27 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr P has complained Barclays Bank PLC misled him when he tried to take out their Home Protection Pack.backgroundWhen Mr P’s boiler broke down, he was upset he had to pay a £50 excess and costs for parts that were needed to repair it. He complained Barclays should... (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-2726038
22 Apr 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2726038 The complaint Mr J complains of poor workmanship when having his boiler fixed by Great Lakes Insurance SE caused damage to his kitchen cupboards and appliances. Reference to Great Lakes includes parties acting on its behalf in relation to the claim and the complaint. What happ... (3 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