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 DRN-3799365
5 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3799365 The complaint Mrs H complains about British Gas Insurance Limited (BG)’s poor standard of service under her home emergency policy. What happened A BG engineer attended Mrs H’s tenanted property to carry out a first inspection of the boiler, to check that it was in good working ... (4 pages)View decision -
Decision Reference DRN9492797
28 Sep 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs O complains about the service she received from Ageas Insurance Limited under her home emergency insurance policy.backgroundMrs O complained to Ageas that she’d had to pay privately for repairs to her heating boiler after she’d been wrongly advised it wasn’t covered ... (2 pages)View decision -
Decision Reference DRN2249987
25 Jun 2013 British Gas Services Limited Not upheldBanking and creditMr C complains that he was not told the length or applicable interest rate of a hire-purchase agreement he entered into with British Gas Services Limited in order to buy a new boiler. He says the cost of the interest is greater than the savings generated by the boiler and he would have p... (1 page)View decision -
Decision Reference DRN7374235
24 Jan 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs H complains about the handling of her home emergency claim by the Society of Lloyd’s. backgroundI issued my provisional decision on this matter in November as follows – ‘Mrs H made a claim on her policy for a faulty boiler. Despite a number of visits fromeng... (2 pages)View decision -
Decision Reference DRN1137124
5 May 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs D’s complaint is about the service provided in relation to a boiler insurance policy withAviva Insurance Limited.Aviva uses agents to deal with claims on its behalf, so any reference to Aviva in this decisionshould be read as including those agents.backgroundI issued a provisional deci... (5 pages)View decision -
Decision Reference DRN-2539600
17 Feb 2021 British Gas Services Limited UpheldInsuranceDRN-2539600 The complaint Mr N complains that British Gas Services Limited (BG) cancelled his HomeCare policy by mistake and didn’t provide the service that he’d paid for. What happened In October 2019, Mr N took out a HomeCare Two policy with BG by sending them a cheque for the requested ... (4 pages)View decision -
Decision Reference DRN-3233722
15 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3233722 The complaint Mr M complains that British Gas Insurance Ltd declined his claim to repair a leaking gas supply pipe under his home emergency policy. What happened Mr M’s gas supply was turned off at the meter in mid-December 2020. He says the engineer attending told him there wa... (5 pages)View decision -
Decision Reference DRN3655449
21 Sep 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy with Aviva Insurance Limited’s handling of his claim for a damaged boiler under his home insurance policy.backgroundMr M made a claim for his damaged boiler. Things went wrong and Mr M ended up with two complaints with this service - one was with a diff... (2 pages)View decision -
Decision Reference DRN2117274
26 Oct 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S has complained about Acromas Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his home emergency policy.backgroundMr S asked Acromas to look at his boiler as he was having issues with it. A screw was removed from the pipewor... (2 pages)View decision -
Decision Reference DRN3104887
8 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited gave him poor service under a home care policy.backgroundMr D asked British Gas for help with fluctuating water temperature. It sold him a new boiler. He complained that this did not resolve a problem with a shower.The adjudicator did n... (1 page)View decision