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
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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 -
Decision Reference DRN0184815
1 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr K complains that Inter Partner Assistance S.A. gave poor service under a home emergency insurance policy.backgroundMr K had a policy to cover his central heating boiler. It was branded with the name of an insurance intermediary. Mr K paid a yearly premium.IPA was... (3 pages)View decision -
Decision Reference DRN6670952
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S has complained about a British Gas Insurance Limited engineer damaging her boiler while trying to carry out a repair under a boiler and central heating insurance policy. backgroundIn June 2018, Mrs S reported that she was not getting any hot water. British Gas ... (3 pages)View decision -
Decision Reference DRN3463555
19 Sep 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C’s complaint is about the handling of a claim under his home emergency insurance policy with Aviva Insurance Limited. Aviva uses agents to manage claims on its behalf. As the claims-handling agents were acting on behalf of Aviva, whenever I refer to Aviva in this decision it should be ... (4 pages)View decision -
Decision Reference DRN-2304056
9 Dec 2020 AWP P&C SA Not upheldInsuranceDRN-2304056 The complaint Mr and Mrs A complain that AWP P&C SA is responsible for mishandling their claim on a home emergency insurance policy. What happened Mr and Mrs A had a policy that included cover for their central heating boiler. It provided for repairs up to a limit of £1,000... (3 pages)View decision -
Decision Reference DRN-2480721
7 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2480721 The complaint Mr G has complained about the way British Gas Insurance Limited (British Gas) has maintained his boiler during the time his HomeCare agreement was in place. He’s said that British Gas’ failure to properly care for and maintain the boiler during that period led to ... (3 pages)View decision -
Decision Reference DRN2310160
6 Jan 2016 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mr N is unhappy because Great Lakes Reinsurance (UK) SE hasn’t repaired his boiler and has cancelled his insurance.backgroundWhen Mr N’s boiler broke down, he contacted Great Lakes to make a claim.An engineer came out and said a part was needed, which would cost... (2 pages)View decision -
Decision Reference DRN1893604
6 Nov 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMr and Mrs C complain about a boiler and servicing agreement financed by a conditional sale agreement with A Shade Greener (Boilers) LLP trading as A Shade Greener (‘ASG’). Mr and Mrs C are unhappy with various aspects of the installation of the boiler and the service they received from AS... (10 pages)View decision -
Decision Reference DRN-4982610
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4982610 The complaint Miss R complains that British Gas Insurance Limited caused a leak with her boiler, which damaged her home. What happened During an annual service appointment, British Gas condemned Miss R’s boiler as unsafe and capped off the gas supply feed. A week later, Mis... (3 pages)View decision -
Decision Reference DRN9337894
21 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the level of service she received from British Gas Insurance Limited over several years in relation to her HomeCare cover. backgroundMs G’s boiler was installed by a third party in 2000. Since 2006 Ms G has had various repairs carried out by Briti... (2 pages)View decision