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 4027 results
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Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 pages)View decision -
Decision Reference DRN7123189
28 Jan 2016 Swinton Group Ltd UpheldInsurance (excluding PPI).Mr Y thinks he was mis-sold of his Home Emergency insurance policy by Swinton Group Ltd as it didn’t provide cover for his boiler due to its age.backgroundMr Y took out a Home Emergency insurance policy in February 2013 during a phone call with Swinton. In Februar... (2 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN5976022
10 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain about experiencing problems with their boiler after British Gas Insurance Limited replaced and repaired it.backgroundMr and Mrs H’s boiler was replaced in 2009 under their Home Care policy with British Gas. They said they regularly experienced problems with the boiler... (3 pages)View decision -
Decision Reference DRN-4096541
8 Jun 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4096541 The complaint Mr J has complained about how Evolution Insurance Company Limited (Evolution) under a home emergency policy. What happened Mr J contacted Evolution to send an engineer to deal with a fault with his boiler. The engineer found that a part needed to be replaced. He r... (3 pages)View decision -
Decision Reference DRN7230841
29 Jul 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs M complain that Inter Partner Assistance S.A. mishandled their claim on a home assistance insurance policy.backgroundIPA’s engineer serviced Mr and Mrs M‘s central heating boiler but it broke down the next winter. They complained that the engineer had not ser... (2 pages)View decision -
Decision Reference DRN-2023429
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2023429The complaintMrs L is complaining about the adequacy of servicing British Gas Insurance Limited (British Gas) provided under her Home Care insurance agreement. She says its failings meant she had to replace a boiler at a cost of over £2,000. What happenedMrs L had a Home Care ag... (2 pages)View decision -
Decision Reference DRN-1895351
5 Jun 2020 British Gas Insurance Limited UpheldInsuranceDRN-1895351 The complaintMs R is unhappy with British Gas Insurance Limited (BG) as it declined to pay for a new boiler which she had claimed for under her home emergency policy. What happenedIn December 2017 Ms R contacted BG to make a claim as her boiler had broken down. An engineer was ... (4 pages)View decision -
Decision Reference DRN-5142778
2 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5142778 The complaint Mr O complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr O’s boiler was declared beyond economical repair. Aviva then quoted £2,748 for a replacem... (3 pages)View decision