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 4078 results
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Decision Reference DRN-5734888
30 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5734888 The complaint Mrs A and Mr A complain about British Gas Insurance Limited (“British Gas”) for issues surrounding the installation and subsequent repair of their boiler. They want British Gas to replace their boiler with a new boiler. What happened Mrs A and Mr A purchased a ... (3 pages)View decision -
Decision Reference DRN9069678
17 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Aviva Insurance Limited and its agent S mis-sold a home emergency policy. They want a refund of premiums and compensation.backgroundMr and Mrs H had a gas central heating breakdown policy with Aviva, administered by S. They felt that it had been mis-sold as their... (2 pages)View decision -
Decision Reference DRN2096650
8 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited (“BGI”) wouldn’t pay for a replacement central heating boiler after he called on BGI under his home emergency insurance policy, its engineer damaged his existing boiler, and it couldn’t be repaired.backgroundI issued a provisional decision ... (4 pages)View decision -
Decision Reference DRN-4660909
13 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4660909 The complaint Mr N and Mrs P complained that Amtrust Europe Limited (“Amtrust”) failed in repairing their boiler under a home emergency policy and their poor judgement led to Mr N and Mrs P incurring unnecessary charges. What happened Mr N and Mrs P made a claim when their boil... (3 pages)View decision -
Decision Reference DRN-4301803
26 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4301803 The complaint Mrs B complains about British Gas Insurance Limited (BG) about the poor service she experienced, following a claim under her home emergency policy. What happened Mrs B held a home emergency policy with BG for several years. She noted that her boiler had broken dow... (4 pages)View decision -
Decision Reference DRN7284142
29 Mar 2018 SSE Home Services Limited Not upheldInsurance (excluding PPI)Mr Z’s complaint concerns his boiler cover with SSE Home Services Limited.background Mr Z took out the policy with SSE in 2013 to cover the boiler in a property he rents out. The boiler was inspected in November 2013 and during each annual service since. Mr Z made ... (4 pages)View decision -
Decision Reference DRN5794686
6 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to BG about a number of aspects of the service he’d received from it.BG acknowledged the service Mr B received hadn’t been ... (2 pages)View decision -
Decision Reference DRN-5207313
15 Jan 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5207313 The complaint Mr D has complained that Helvetia Global Solutions Ltd unfairly declined a claim under his landlord home emergency insurance policy. What happened Mr D’s tenant contacted Helvetia to make a claim because the thermostat in the flat they rented from Mr D wasn’t ... (2 pages)View decision -
Decision Reference DRN-3751020
8 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3751020 The complaint Mr P complains that British Gas Insurance Limited (BG) didn’t provide a full service of his boiler under his home emergency policy. He said this led to him needing to replace his boiler. What happened Mr P held a home emergency policy with BG from March 2021 to Ma... (3 pages)View decision -
Decision Reference DRN6967767
8 Aug 2017 A Shade Greener (Boilers) Llp Not upheldBanking and creditMr A has complained that the boiler he got from A Shade Greener (Boilers) LLP on aconditional sale agreement isn’t fit for purpose and wasn’t correctly installed. He wants A Shade Greener to put this right as it provided him with the credit to pay for it.backgro... (6 pages)View decision