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 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 DRN1727509
14 Dec 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr R complains that Royal & Sun Alliance Insurance Plc gave him poor service under a home emergency insurance policy.background Mr R was in the process of selling his house when his central heating boiler went wrong. He rang his insurer RSA for help. But he complain... (3 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 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 DRN5089749
29 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited failed to correctly diagnose a fault with his boiler and about its handling of his complaint as it did not reply to his letters and calls.background In December 2012, Mr A contacted British Gas in order to make a claim under his Homecare... (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 DRN8499497
4 Apr 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr N complains that Royal & Sun Alliance Insurance Plc (RSA) declined his home emergency insurance claim. My references to RSA include its agents.backgroundMr N had a home emergency insurance policy that included an annual boiler service. RSA was the insurer. In ... (2 pages)View decision -
Decision Reference DRN-3664787
8 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3664787 The complaint Mr D on behalf of Mrs M as policyholder for business ‘D’ has complained that delays in attending to an issue with a boiler led to damage unnecessarily being caused by a water leak. Mrs M bought a Homecare agreement with British Gas Insurance Ltd (BGIL). What happe... (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