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 DRN4633152
4 Dec 2015 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr G complains about Society of Lloyd’s delays repairing his boiler under his home emergency insurance policy. background Mr G’s boiler broke down a number of times in January and February 2015. This meant Mr G had no heating or hot water for days at a time. Mr G ... (2 pages)View decision -
Decision Reference DRN-3008999
16 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3008999 The complaint Mr T is unhappy with the customer service he received from British Gas Services Limited (British Gas) in relation to his HomeCare policy. His annual boiler service was cancelled, and he believes his policy was misrepresented. What happened Mr T had a HomeCare pol... (3 pages)View decision -
Decision Reference DRN8210778
15 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited initially refused to repair his boiler under a Home Care policy, which left him without heating.backgroundMr G’s boiler had been regularly serviced by British Gas over several years under a Home Care policy held by his father. In 2018, Mr G... (4 pages)View decision -
Decision Reference DRN-3557972
21 Jul 2022 U K Insurance Limited Not upheldInsuranceDRN-3557972 The complaint Ms S complains about U K Insurance Limited (UKI) under her home emergency policy. Her complaint is that UKI didn’t deal with a boiler fault that left her without heating or hot water, because they said the boiler had been worked on by a third party. References to ... (3 pages)View decision -
Decision Reference DRN-2827700
23 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2827700 The complaint Mr and Mrs B are unhappy with the service they received from Aviva Insurance Limited following a claim on their boiler breakdown policy. Where I refer to Aviva this includes its agents and claims handlers. What happened Mr and Mrs B had boiler breakdown cover unde... (3 pages)View decision -
Decision Reference DRN5852480
20 Aug 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs A complains about Royal & Sun Alliance Insurance Plc’s handling of her home emergency insurance claim. In particular, Mrs A is unhappy with the length of time taken to resolve the claim and advice she was given in relation to the cost of a replacement part.All references to Roya... (2 pages)View decision -
Decision Reference DRN2961054
10 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M has complained about the way British Gas Insurance Limited (“British Gas”) handled a claim made under his home emergency insurance policy.backgroundMr M holds a HomeCare policy with British Gas, which provides cover for his boiler.In December 2018, Mr M’s Nest pro... (3 pages)View decision -
Decision Reference DRN5793445
4 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains about poor claims handling by British Gas Insurance Limited (“BGI”) after her central heating boiler broke down and she called on BGI under her home emergency policy. She is represented in bringing this complaint by her husband Mr C.background Mrs C’s bo... (3 pages)View decision -
Decision Reference DRN3719585
30 Jun 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance S.A. gave him poor service under a home emergency policy.backgroundMr B called IPA for help with his boiler. He complained that IPA’s engineers caused him to have to buy a new boiler. IPA should reimburse and compensate ... (1 page)View decision -
Decision Reference DRN1478202
28 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about poor service she received from British Gas Insurance Limited (BGI) under her home emergency insurance policy.backgroundMiss S paid for a home emergency policy from BGI for a number of years. As part of this she was entitled to receive an annual... (2 pages)View decision