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
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Decision Reference DRN7023664
12 Apr 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained about Aviva Insurance Limited. He isn’t happy about the way it replaced his boiler following a claim under his home emergency policy.backgroundMr C had problems with his boiler in November 2018 and it was decided that it needed to be replaced. T... (2 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 DRN7167094
17 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited renewed the insurance on his boiler, but then said it could not repair it because replacement parts were no longer available.background Mr E had cover for about seven years. He complained when British Gas said his boiler was dangerous and ... (2 pages)View decision -
Decision Reference DRN-2452117
22 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2452117 The complaint Mrs S has complained that British Gas Insurance Limited (British Gas) didn’t carry out an annual service on her boiler under her home emergency policy. Mrs S is represented by Mr S on this case. For ease, I will normally only refer to Mr S. What happened Mr S arr... (3 pages)View decision -
Decision Reference DRN-4638627
22 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4638627 The complaint Mr P complained that his claim to have a leaking water pipe fixed was unfairly declined by Aviva Insurance Limited (“Aviva”) under his plumbing and drains policy. What happened Mr P made a claim when he noticed a leak from the join of the pipework leading to his b... (2 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 DRN8190884
25 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMiss B complained to BG about this matter. And, being unhappy with its response, she complained to this service.Our investigator though... (2 pages)View decision -
Decision Reference DRN5776024
13 Oct 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr B is unhappy with Society of Lloyd’s handling of a claim made under a boiler insurance policy. background Mr B reported a problem with his boiler in January 2015. Lloyd’s attended and diagnosed that the heat exchanger was blocked with sludge. It cleaned the heat... (2 pages)View decision -
Decision Reference DRN-2943767
13 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2943767 The complaint Ms V says British Gas Insurance Limited did not handle a claim under her home emergency policy in a timely manner. What happened Ms V says her boiler stopped working in February 2021. She contacted British Gas and was initially told the next engineer appointment w... (2 pages)View decision -
Decision Reference DRN-4287773
13 Oct 2023 Evolution Insurance Company Limited UpheldInsuranceDRN-4287773 The complaint Mr B complains that Evolution Insurance Company Limited (EIC) misdiagnosed the boiler repair he needed and failed to identify unsafe pipework. He had home emergency cover underwritten by EIC which included boiler repairs and an annual boiler service. What happened... (3 pages)View decision