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 DRN2695690
20 Aug 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that U K Insurance Limited (“UKI”) wouldn’t meet the cost of repairing his central heating boiler under his home emergency insurance policy, because it said it was beyond economic repair (“BER”).backgroundMr D had the benefit of a home emergency insurance... (2 pages)View decision -
Decision Reference DRN-3878372
4 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3878372 The complaint Mr H complains about British Gas Insurance Limited (“British Gas”) for failing to identify extensive corrosion to his water tank. He wants British Gas to refund his premiums for at least 3 years. What happened Mr H has an older style boiler, which ceased productio... (3 pages)View decision -
Decision Reference DRN-3473546
19 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3473546 The complaint Mrs C complains British Gas Insurance Limited (BGI) has unfairly declined a claim she’s made on her Homecare boiler insurance policy and provided her with poor customer service. What happened The background to this complaint is well known to the parties and has be... (3 pages)View decision -
Decision Reference DRN0055722
16 Apr 2018 Legal Insurance Management Ltd UpheldInsurance (excluding PPI)Miss H complains about Legal Insurance Management Ltd (LIM)’s handling of her claim for a boiler repair.backgroundIn October 2016 Miss H reported problems with her boiler and LIM sent an engineer who identified a problem with the diverter. The engineer purported to re... (3 pages)View decision -
Decision Reference DRN7050641
1 Mar 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that Ageas Insurance Limited has failed to reimburse him for the cost of a boiler repair under his Residential Let Emergency Policy. I’ve previously issued a provisional decision in respect of this complaint. Mr J has provided me with further informati... (2 pages)View decision -
Decision Reference DRN8325339
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms G complain that British Gas Insurance Limited hasn’t handled their claim under their home emergency policy properly. backgroundMr C and Ms G have a home emergency policy with British Gas. In December 2017, the electrical system in their home became uns... (2 pages)View decision -
Decision Reference DRN-2412112
22 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2412112 The complaint Mr G has complained about the service he received from British Gas Insurance Limited (BG) when his boiler broke down. What happened Mr G has had a BG HomeCare One policy covering two tenanted properties since 2017. This policy provided cover for the boilers and co... (3 pages)View decision -
Decision Reference DRN-3716809
23 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3716809 The complaint Mr K and Ms G complain that Royal & Sun Alliance Insurance Limited (trading as More Th>n) mishandled a claim on the home emergency section of their home insurance policy. Where I refer to Mr K, I regard him as also speaking for Ms G. Where I refer to RSA, I... (3 pages)View decision -
Decision Reference DRN7934287
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited caused damage to his home when he made a claim under his home emergency insurance policy.backgroundMr A held a Home Care policy with British Gas, which provided cover for his boiler.In May 2018 Mr A experienced ... (3 pages)View decision -
Decision Reference DRN9738398
2 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E is dissatisfied with British Gas Insurance Limited’s handling of a claim under her cover. The circumstances and background to this complaint were set out in my provisional decision dated 26 November 2013, as follows:“backgroundIn December 2011, Mrs E had a new boiler installed ... (3 pages)View decision