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 DRN1248390
9 Jan 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs K is unhappy with the standard of workmanship provided by Inter Partner Assistance SA (“IPA”) in dealing with a claim under her home emergency insurance policy. All references to IPA include its claims-handling agents and contractors.backgroundI issued a provisional decision in this ... (3 pages)View decision -
Decision Reference DRN7258158
27 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S took out a policy. She complained that – when British Gas first visited – it turned off her boiler and said she would have to pay for a new heat... (2 pages)View decision -
Decision Reference DRN1257528
30 Jun 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Miss S complains about poor claims handling by British Gas Services Limited (“BGS”) when her central heating boiler broke down and she called on BGS under her home emergency policy.backgroundMiss S initially had a problem with the fan on her central heating boiler, ... (3 pages)View decision -
Decision Reference DRN-3574422
25 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3574422 The complaint Mr D complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr D had a policy with D&G that provides an annual service for his cen... (3 pages)View decision -
Decision Reference DRN-3070649
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070649 The complaint Mr L has complained that his home was damaged by British Gas Insurance Limited (British Gas) due to works it carried out under his home emergency policy. What happened Mr L had a fault with his boiler. So, British Gas sent an engineer who fitted a new hot water p... (3 pages)View decision -
Decision Reference DRN-2306503
15 Dec 2020 Domestic & General Insurance Plc UpheldInsuranceDRN-2306503 The complaint Mr E complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr E has a policy with D&G that provides an annual service for his ce... (4 pages)View decision -
Decision Reference DRN-5334439
4 Mar 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5334439 The complaint Mr A complains about how Evolution Insurance Company Limited (“Evolution”) handled the annual service of a boiler under his boiler insurance policy. What happened Mr A had an insurance policy with Evolution providing him with emergency assistance and an annual ... (2 pages)View decision -
Decision Reference DRN8245777
3 May 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr H is complaining about the way UK Insurance Limited dealt with arranging a repair to his boiler.backgroundIn November 2017 Mr H’s boiler broke down and he made a claim under the home emergency section of his home insurance policy with UK Insurance Limited.Mr H had su... (3 pages)View decision -
Decision Reference DRN-2225087
21 Dec 2020 British Gas Services Limited UpheldInsuranceDRN-2225087 The complaint Ms M is unhappy that she was left without heating because British Gas Services Limited (BG) failed to diagnose the problem with her boiler. What happened Ms M had a five year warranty for her boiler, which BG installed. She told BG her boiler wasn’t working, and ... (2 pages)View decision -
Decision Reference DRN2807724
18 Nov 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L complains that Acromas Insurance Company Limited should – under a home emergency policy – reimburse him the cost of a new boiler.background Mr L had a policy underwritten by Acromas. Through its agents, it declined to help when he found he had a problem with his boiler. The adjudic... (2 pages)View decision