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
-
Decision Reference DRN6041498
9 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Services Limited hadn’t acted fairly or reasonably when dealing with his home emergency policy. He wants compensation.backgroundMr H had a home emergency policy with British Gas. He said that it had failed to carry out an annual service of his boiler as requ... (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 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 DRN-3700584
13 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3700584 The complaint Mr and Mrs H complain about how U K Insurance Limited (UKI) handled a claim they made under their home emergency policy. References to UKI include its agents. What happened In early December 2021, Mrs H contacted UKI because of an issue with her boiler that was su... (3 pages)View decision -
Decision Reference DRN9254232
12 Jun 2017 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Mr M complains about Ambant Underwriting Services Limited’s service under his home care insurance policy.My references to Ambant include its agents.backgroundIn December 2015 Mr M took out home care insurance with the understanding that he’d receive a boiler service and ... (3 pages)View decision -
Decision Reference DRN0579119
16 Dec 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the service received in relation to a claim made under their home emergency insurance policy with Inter Partner Assistance SA.backgroundMr and Mrs T made a claim in early March 2018 when their boiler stopped working. IPA sent an engineer... (2 pages)View decision -
Decision Reference DRN-3032958
30 Sep 2021 Ageas Insurance Limited Not upheldInsuranceDRN-3032958 The complaint Mr and Mrs W complain that Ageas Insurance Limited (Ageas) unfairly declined their claim on their landlords’ insurance policy. They’d like their claim for the cost of alternative accommodation to be paid. Mr and Mrs W have dealt with other businesses throughout th... (3 pages)View decision -
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