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 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 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 DRN3680014
19 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundBritish Gas told Mrs G her boiler was “ immediately dangerous”. She complained that this left her without central heating for months – although in fact her boiler was not unsafe.Th... (2 pages)View decision -
Decision Reference DRN5677349
29 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas installed a new boiler and a hive thermostat in Mr A’s home. The work wasn’t done under his insurance policy. Mr A subsequentl... (2 pages)View decision -
Decision Reference DRN-4410338
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4410338 The complaint Mr G has complained about the service provided by British Gas Insurance Limited under his central heating insurance policy. What happened Mr G reported a fault with his boiler on 26 September 2022. British Gas sent an engineer out who said an electrician was neede... (4 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 DRN7944191
4 Oct 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from Inter Partner Assistance SA (“IPA”) under her water pipe insurance.background Mrs B’s complaint was previously in the name of the broker that managed the claim for IPA, but the insurer who underwrites her policy is ... (2 pages)View decision -
Decision Reference DRN9055383
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr K had British Gas insurance cover for his central heating boiler and system (but not for other plumbing and drainage such as his bath). His ce... (3 pages)View decision -
Decision Reference DRN8863644
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the handling of a claim made under his central heating insurance policy with British Gas Insurance Limited.backgroundMr J made a claim under his policy on 14 November 2017, as he had no heating. British Gas came out the next day and replaced ... (3 pages)View decision