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
-
Decision Reference DRN1248390
9 Jan 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs K is unhappy with the standard of workmanship provided by Inter Partner Assistance SA (“IPA”) in dealing with a claim under her home emergency insurance policy. All references to IPA include its claims-handling agents and contractors.backgroundI issued a provisional decision in this ... (3 pages)View decision -
Decision Reference DRN-4300454
21 Aug 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4300454 The complaint Mr M complains about Astrenska Insurance Limited (“Astrenska”) for missing an annual service for his boiler. He wants to be refunded for the year’s premiums and compensation for his distress and inconvenience in the same amount, as he has had to source alternative... (3 pages)View decision -
Decision Reference DRN7258158
27 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S took out a policy. She complained that – when British Gas first visited – it turned off her boiler and said she would have to pay for a new heat... (2 pages)View decision -
Decision Reference DRN-3070649
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070649 The complaint Mr L has complained that his home was damaged by British Gas Insurance Limited (British Gas) due to works it carried out under his home emergency policy. What happened Mr L had a fault with his boiler. So, British Gas sent an engineer who fitted a new hot water p... (3 pages)View decision -
Decision Reference DRN-3574422
25 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3574422 The complaint Mr D complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr D had a policy with D&G that provides an annual service for his cen... (3 pages)View decision -
Decision Reference DRN5852816
21 Oct 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Misses W have held cover through British Gas Services Limited for a number of years.They are unhappy with a number of matters that arose around the time their policy was renewed in 2014. backgroundMisses W’s policy was due for renewal on 1 November 2014. They di... (3 pages)View decision -
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 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-2814933
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2814933 The complaint Mr P complains that British Gas Insurance Limited (“BGI”) provided poor customer service when his central heating boiler broke down, and he called on BGI under his home emergency insurance policy. What happened On 1 December 2020 Mr P contacted BGI and set up a n... (3 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