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 DRN8226671
31 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains that a long delay in repairing her boiler caused by British Gas Insurance Limited (“BGI”) has caused water damage in her home.background Mrs J had a HomeCare Two boiler insurance policy with BGI. She said that around four years ago, she noticed a leak ... (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 DRN3371137
13 Oct 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B is unhappy with the service provided by Inter Partner Assistance SA (“IPA”) in relation to a claim under his home emergency insurance policy. IPA uses contractors to deal with claims on its behalf. Any reference to what IPA has said and done in this decision sh... (3 pages)View decision -
Decision Reference DRN-1537223
27 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1537223The complaintMr L complains that British Gas Insurance Limited failed to replace all the parts in his boiler - following a repair claim on his policy.What happened Mr L had a British Gas Homecare insurance policy which he could claim for boiler repairs on. Mr L made a claim for ... (2 pages)View decision -
Decision Reference DRN7465162
24 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the service they received from British Gas Services Limited when their boiler broke down.background Mr and Mrs O’s liquid petroleum gas (LPG) boiler broke down in February 2019. As they had homecare cover with British Gas, they contacted it and arranged for an... (4 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 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-4475937
24 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4475937 The complaint Mr and Mrs C are unhappy a claim made under their Park Home insurance policy has been declined by Society of Lloyd’s (SoL). Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr and Mrs C’s policy. What hap... (8 pages)View decision -
Decision Reference DRN3206005
20 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that on every service visit under their home emergency insurance policy between August 2009 and 2017, British Gas Services Limited (“BGS”) failed to notice a fault with their central heating boiler, which meant they had an inadequate hot water s... (3 pages)View decision -
Decision Reference DRN6929045
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy that the annual services of his boiler, carried out by British Gas Insurance Limited under his home emergency policy, have not been done in accordance with themanufacturer’s guidelines.backgroundMr L held a home emergency policy with British Gas for a nu... (2 pages)View decision