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 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 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 DRN7875155
1 Aug 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs H complains that Amtrust Europe Limited acted unfairly and unreasonably when dealing with her boiler. She wants compensation.backgroundMrs H had a home emergency policy with Amtrust, which covered her boiler and central heating. She said that Amtrust failed to properly investigate and ... (2 pages)View decision -
Decision Reference DRN-3361107
28 Apr 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3361107 The complaint Mr T complains about his home emergency policy provided by British Gas Insurance Limited (British Gas) and that British Gas left him without heating or hot water for a week. What happened One evening In October 2021 Mr T found there was no hot water at his propert... (3 pages)View decision -
Decision Reference DRN0891204
2 Dec 2014 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr M complains that Homeserve Membership Limited did not treat him fairly in relation to a home emergency policy.backgroundMr M complained when Homeserve said it could not repair his boiler and he had to buy a new one.The adjudicator did not recommend that the complaint should be upheld... (1 page)View decision -
Decision Reference DRN7446473
12 Dec 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs F and Mr L’s complaint relates to Inter Partner Assistance SA’s (IPA) decision not to cover the cost of their replacement room temperature thermostat after they believe its engineers caused it to breakdown. backgroundMrs F holds a home emergency insurance policy, underwritten by I... (2 pages)View decision -
Decision Reference DRN-5210188
17 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5210188 The complaint Miss G is unhappy with the service she received from Accredited Insurance (Europe) Limited (AIL) when she claimed under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are ... (4 pages)View decision -
Decision Reference DRN4427884
12 Aug 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about British Gas Insurance Limited’s handling of a claim under her policy, as well as its decision to reduce her level of cover. The background to this complaint and my provisional findings were set out in my provisional decision of July 2015 as follo... (4 pages)View decision -
Decision Reference DRN-3215259
15 Dec 2021 Astrenska Insurance Limited Not upheldInsuranceDRN-3215259 The complaint Mr P complains that when Astrenska Insurance Limited repaired a leak from his boiler they didn’t replace his electronic scale inhibitor. What happened Mr P has heating, plumbing, wiring and emergency cover for his boiler underwritten by Astrenska. On 24 March 2021... (3 pages)View decision