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-2335695
1 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2335695 The complaint Mr B has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with an annual service under his home emergency insurance policy and the cost of renewal. What happened Mr B had a home emergency insurance policy with British Gas. When... (2 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 DRN-3589962
23 Nov 2022 247 Staywarm Limited Not upheldInsuranceDRN-3589962 The complaint Ms R complained that 247 Staywarm Limited (247 Staywarm) unfairly voided her boiler warranty and staywarm plan, resulting in her claim being declined under her home emergency / rescue service agreement. What happened After having her boiler fitted, Ms R made a cla... (3 pages)View decision -
Decision Reference DRN-3416937
23 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3416937 The complaint Mr S complains British Gas Insurance Limited unfairly declined a claim he made on his HomeCare policy What happened Mr S had boiler insurance with British Gas. As part of that he received a service. In 2020, when British Gas serviced the boiler, it said it was dan... (2 pages)View decision -
Decision Reference DRN9503938
5 Oct 2020 British Gas Services Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Services Limited refused to repair his boiler unless he had a powerflush completed. He says he then found out that a powerflush wasn’t necessary. background Mr B has a HomeCare policy with British Gas which covers him, amongst other things, for unlimited rep... (3 pages)View decision -
Decision Reference DRN-5386083
11 Mar 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5386083 The complaint Mr J has complained about his heating breakdown insurer Evolution Insurance Company Limited. He is unhappy that his boiler isn’t working but he hasn’t benefitted from the cover. He is also unhappy that the policy renewed. What happened Mr J had an agreement in... (3 pages)View decision -
Decision Reference DRN-3018324
2 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3018324 The complaint Mr T complained British Gas hadn’t offered enough to address the distress suffered after his boiler was left in a dangerous condition by one of their engineers. What happened On 11 February 2021 an engineer came to Mr T’s house under the home care cover provided b... (3 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 DRN7503342
20 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint arises from a central heating insurance policy provided by British GasInsurance Limited. Mr U is bringing the complaint on behalf of the estate of his late father,Mr K, in whose name the policy was provided.backgroundI issued a provisional decision on this matter in June 202... (6 pages)View decision