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 DRN-3262537
18 Jan 2022 British Gas Services Limited UpheldInsuranceDRN-3262537 The complaint Mr R complains about British Gas Services Limited (“British Gas”) for delays in reimbursing the cost of repairs. Mr R wants British Gas to compensate him for his inconvenience and distress at having to chase reimbursement over several months. What happened Mr R ha... (3 pages)View decision -
Decision Reference DRN-1396313
24 Mar 2021 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-1396313 The complaint Mr and Mrs W complain about A Shade Greener (Boilers) LLP’s decision to charge them for a visit from an engineer to repair their boiler. What happened Mr and Mrs W had a conditional sale agreement with ASG under which it supplied both a boiler and maintenance ser... (4 pages)View decision -
Decision Reference DRN1976502
20 Jun 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms B says Ageas Insurance Limited mishandled a claim under her home emergency policy.backgroundMs B has a home emergency policy that covers her boiler. This policy is underwritten by Ageas.In June 2015 Ms B reported a problem with her boiler. Ageas sent an engineer... (2 pages)View decision -
Decision Reference DRN9533723
8 Sep 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M has complained about Acromas Insurance Company Limited. He isn’t happy that he had to pay a contribution to the cost to repair his boiler under his home emergency policy.backgroundMr M made a claim under his policy as his boiler wasn’t working properly. Acrom... (2 pages)View decision -
Decision Reference DRN4024890
13 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the way British Gas Services Limited handled a claim under his homecare policy.backgroundMr H had a home care policy with British Gas for two flats he rented out. On 5 February 2017, he contacted it to make a claim because the boiler wasn’t working properly, affecting ... (4 pages)View decision -
Decision Reference DRN5870080
12 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Services Limited gave her poor service under her central heating insurance.background Mrs S had – for many years – British Gas central heating insurance. In autumn 2016 she got a new boiler. It came with a warranty. Mrs D complained ... (2 pages)View decision -
Decision Reference DRN0257886
18 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited caused damage while doing work under a home care policy.backgroundMr S complained that British Gas had loosened a pipe connection, causing water damage to the room below.The adjudicator did not recommend that the complain... (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 DRN0155083
10 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about the length of time that British Gas Insurance Limited (BG) took to repair a faulty installation, and that it won’t reimburse him for the cost of a new heating system.backgroundMr B had a HomeCare insurance policy with BG that covered his boiler, controls and centr... (4 pages)View decision -
Decision Reference DRN-5641811
26 Jun 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5641811 The complaint Mrs W complains AA Underwriting Insurance Company Limited (“AA”) has: - Caused an escape of water in her property due to substandard repairs to her bathroom during a previous claim on her property insurance policy. - Failed to appropriately settle her current ... (7 pages)View decision