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 DRN4555297
6 Oct 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr P complains that Inter Partner Assistance SA wouldn’t help him with a faulty timer on his central heating boiler under his home emergency insurance policy.backgroundMr P contacted IPA to report that the timer on his central heating boiler was faulty. IPA didn’t hel... (2 pages)View decision -
Decision Reference DRN9825798
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about the level of service she received from British Gas Insurance Limited after she claimed under a home emergency policy. background In 2013 and 2014 Ms B had problems with the boiler in a property she owns, which she rents out to tenants. She claime... (4 pages)View decision -
Decision Reference DRN-3961875
8 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3961875 The complaint Mr S is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for damage to his boiler. What happened Aviva are the underwriters of this policy. Part of this complaint concerns the actions of the agent, company H. As Aviva have acc... (5 pages)View decision -
Decision Reference DRN-3074604
15 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3074604 The complaint Mr C has complained about how National Westminster Bank Plc (trading as NatWest) has dealt with his claim in relation to a boiler purchased on his credit card. What happened In November 2019 Mr C paid £2,300 for a replacement boiler and installation. The “Job Desc... (5 pages)View decision -
Decision Reference DRN9797635
9 Oct 2017 SSE Home Services Limited Not upheldInsurance (excluding PPI)Mr V complains SSE Home Services Limited (SSE) has provided poor customer service. backgroundMr V had a SSE Shield Gas Heating Care agreement. But he cancelled it as he felt SSE had failed to fix his boiler after two visits. He feels this left him with a dangerou... (2 pages)View decision -
Decision Reference DRN3656527
23 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G says British Gas Insurance Limited mishandled claims under home emergency insurance policies.background Mr G has HomeCare Three policies with British Gas for two properties. In November 2016 Mr G took out a policy for Property One. British Gas arranged a “First ... (3 pages)View decision -
Decision Reference DRN-2782847
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2782847 The complaint Mr D’s complaint is about a central heating insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in March 2021, part of which is copied below: “In December 2018 Mr D took out a policy with British Gas to... (3 pages)View decision -
Decision Reference DRN4540103
5 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs W are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their ‘Homecare’ insurance policy.backgroundMr and Mrs W contacted British Gas when their boiler broke down in February 2018. They told us that British ... (3 pages)View decision -
Decision Reference DRN8642132
28 Nov 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr C is unhappy with the amount of compensation offered by Inter Partner Assistance SA (IPA) following a claim he made under his home emergency insurance policy.backgroundMr C had a home emergency policy with IPA designed to cover domestic emergencies. He contacted IPA ... (4 pages)View decision -
Decision Reference DRN4881335
18 Dec 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint relates to British Gas Insurance Limited’s decision not to replace her boiler and gas fire, after she believes its engineer damaged both appliances during visits to her property. Ms J is also unhappy with the service provided by British Gas generally and the behaviour of... (5 pages)View decision