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 DRN3787328
28 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G had British Gas insurance for (among other things) his central heating boiler. The insurance covered an annual service and repairs – subject... (4 pages)View decision -
Decision Reference DRN-5259490
19 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5259490 The complaint Mr and Mrs P are unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t replace the pump after they had their boiler repaired. For ease of reading, I’ll refer to Mr P throughout my decision. When I refer to Mr P or Admiral, it should be taken to ... (3 pages)View decision -
Decision Reference DRN-2289314
18 Jan 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2289314 The complaint Mr J complains about the costs Royal & Sun Alliance Insurance Plc (RSA) charged him for handling his claim on his home emergency insurance policy. What happened In March 2020 Mr J’s boiler failed to start. An engineer who came out under his home emergency ins... (3 pages)View decision -
Decision Reference DRN4041762
15 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Miss B say that British Gas Insurance Limited has failed to properly maintain their boiler, under a central heating insurance policy, which has resulted in them having to pay significantly higher gas bills. background Mr and Miss B have a ‘Homecare’ agreemen... (2 pages)View decision -
Decision Reference DRN0821785
21 Nov 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss R complains about poor service by Inter Partner Assistance SA (“IPA”) under her central heating breakdown insurance policy, which was underwritten by IPA. background IPA carried out some work on Miss R’s boiler at the beginning of December 2015. At the end of Dec... (2 pages)View decision -
Decision Reference DRN-4546920
9 Jan 2024 Wakam UpheldInsuranceDRN-4546920 The complaint Mr C is unhappy with the service provided by Wakam following a claim for damage to his boiler. What happened I set out the background to Mr C’s complaint in the provisional decision I issued on 18 December 2023, but I’ll set it out again below. Mr C held a home in... (4 pages)View decision -
Decision Reference DRN5273934
7 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain about the actions of British Gas Insurance Limited. background Mr and Mrs T were customers of British Gas for many years and held a Homecare agreement, providing cover for their boiler and central heating system, amongst other things. In 2011, a complaint was rai... (4 pages)View decision -
Decision Reference DRN-4040714
24 Mar 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4040714 The complaint Mr H has complained that Domestic & General Insurance Plc (D&G) unfairly dealt with a claim under his home emergency policy. What happened Mr H contacted D&G to repair his boiler. D&G sent an engineer, who checked the system. He found a blockage wi... (3 pages)View decision -
Decision Reference DRN-4242631
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4242631 The complaint Mr and Ms M complain that British Gas Insurance Limited repeatedly failed to accurately diagnosis a problem with their boiler under their HomeCare policy. What happened Mr and Ms M hold a HomeCare policy with British Gas for their rental property. In June 2022, ... (3 pages)View decision -
Decision Reference DRN-5995493
5 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5995493 The complaint Mr and Mrs T have complained about the way British Gas Insurance Limited handled a claim they made under their home emergency insurance policy. Reference to British Gas includes its agents and representatives. As Mr T has primarily dealt with things, I’ll refe... (7 pages)View decision