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 DRN5636191
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs D’s complaint arises from a central heating insurance policy withBritish Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2020, part of which is copied below: “Mr and Mrs D have held a policy with British Gas for some years. In October 2018, ... (6 pages)View decision -
Decision Reference DRN2390995
22 Feb 2016 Guarantee Protection Insurance Limited UpheldInsurance (excluding PPI)Mrs O has complained about the handling of her claim by Guarantee Protection Insurance Limited (“GPI”) relating to the installation of a biomass boiler.background When she decided to have the boiler installed, Mrs O took out a ‘Deposit and Advance Payment Insurance ’ pol... (3 pages)View decision -
Decision Reference DRN4315801
24 Nov 2016 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Mr A complains that Ambant Underwriting Services Limited’s appointed engineer didn’t tell him about a leak during a boiler service. This meant his home was damaged by water later that night. backgroundAmbant arranged a home emergency insurance contract for Mr A. His c... (2 pages)View decision -
Decision Reference DRN7165910
19 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) failed to investigate and stop a leak from his central heating boiler which he reported to BGI under his home emergency insurance policy. The leak later worsened and caused damage to his home.backgroundIn August 2018 Mr G contacted ... (3 pages)View decision -
Decision Reference DRN-5750128
12 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5750128 The complaint Miss H and Mr H have complained about their home emergency insurer Admiral Insurance (Gibraltar) Limited. They feel it gave them poor service when handling their claim for a boiler, causing costs as well as distress and inconvenience. Miss H has mainly dealt w... (4 pages)View decision -
Decision Reference DRN9844452
12 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about British Gas Insurance Limited’s (“British Gas”) handling of her claim made under a HomeCare care agreement.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my provisional decision of last month. T... (4 pages)View decision -
Decision Reference DRN7377156
21 Feb 2019 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr S is unhappy that during the initial inspection to validate his boiler cover, the engineer that visited broke the filling loop causing it to leak. The part isn’t covered under the policy and Mr S is unhappy that Great Lakes Insurance SE (Great Lakes) won’t replac... (3 pages)View decision -
Decision Reference DRN-2809353
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2809353 The complaint A company, which I’ll refer to as S, complains British Gas Insurance Limited reduced the level of cover under a home emergency policy without telling it and mis-diagnosed a fault with the boiler. Mr L, who is a director of S, brings the complaint on S’s behalf. W... (5 pages)View decision -
Decision Reference DRN6029624
21 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr G complained to BG about this matter.BG offered Mr G £200 compensation. Mr G thought the compensation should be much higher, so he compl... (2 pages)View decision -
Decision Reference DRN-4537597
4 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4537597 The complaint A has complained about the service provided by British Gas Insurance Limited (BG) in relation to two rental properties he had insured with BG. What happened On 31 January 2023, A took out HomeCare Central Heating Cover with BG to cover a number of properties. His ... (4 pages)View decision