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 4080 results
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Decision Reference DRN4535666
21 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited didn’t carry out an annual boiler service in November 2014. Mr S says British Gas is in breach of its agreement with him under a Home Care insurance policy.backgroundMr S’s policy year with British Gas runs from 5 A... (2 pages)View decision -
Decision Reference DRN6530887
23 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains on behalf his mother, Mrs C, that British Gas Insurance Limited didn’t deal with a boiler repair correctly. backgroundMrs C has a British Gas HomeCare policy, which amongst other things, covers repairs to boilers. As Mrs C doesn’t speak English very well,... (2 pages)View decision -
Decision Reference DRN5610367
3 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr K complains that Barclays Bank PLC, trading as Barclaycard, won’t refund to him the money that he paid for the supply and installation of a new boiler. His complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974. backgroundMr K used ... (2 pages)View decision -
Decision Reference DRN5654474
18 Jul 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mrs B complains that Great Lakes Insurance SE took too long to deal with a claim on her home emergency insurance policy.Where I refer to Great Lakes, this includes its agents and claims handlers.backgroundMrs B has a property which she lets out to tenants. She has a ... (2 pages)View decision -
Decision Reference DRN-3766913
29 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3766913 The complaint Mrs B is unhappy with how Aviva Insurance Limited handled a claim she made on her ‘Landlord Gas Central Heating’ (home emergency) insurance policy. Aviva are the underwriters of this insurance policy. In my decision, any reference to Aviva includes the actions of ... (2 pages)View decision -
Decision Reference DRN-4266788
15 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4266788 The complaint Mr F complains about the way British Gas Insurance Limited dealt with a claim he made under his Home care insurance policy. What happened I’ll summarise the main points about this dispute: Mr F had a policy with British Gas to cover his boiler. He got in touch wi... (2 pages)View decision -
Decision Reference DRN9229525
10 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t completed an annual service to his boiler for a number of years. He says this is due to the presence of asbestos, and he didn’t receive the annual invites to book a service.backgroundMr R had a British Gas in... (2 pages)View decision -
Decision Reference DRN5653152
4 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. gave him poor service under a central heating breakdown insurance policy.backgroundMr S lives with his wife and young child. He had central heating insurance underwritten by IPA and branded with the name of a home a... (3 pages)View decision -
Decision Reference DRN-5361658
10 Apr 2025 UWI Limited Not upheldInsuranceDRN-5361658 The complaint Mr N complains about how UWI Limited handled a claim he made on his home emergency insurance policy. Reference to UWI includes its agents. What happened Mr N held a home emergency policy with UWI. In July 2024, when he was without heating or hot water, he made ... (3 pages)View decision -
Decision Reference DRN-5742399
12 Aug 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5742399 The complaint Mr O has complained because it took Evolution Insurance Company Limited three attempts to fix a fault with a boiler that he claimed for under his home emergency insurance policy. What happened Mr O contacted Evolution as his boiler had stopped working. He said... (4 pages)View decision