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-3284767
11 Feb 2022 British Gas Services Limited Not upheldInsuranceDRN-3284767 The complaint Mr P complains that British Gas Services Limited mis-sold him his home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here, but I’ve summarised events below. In July ... (2 pages)View decision -
Decision Reference DRN0699991
23 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs B complained to British Gas about various aspects of the service she’d received.British Gas offered Mrs B £30 as a gesture of goodw... (2 pages)View decision -
Decision Reference DRN5236938
28 Nov 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr E has complained about Inter Partner Assistance SA. He isn’t happy about the way a claim under his home emergency insurance was dealt with. backgroundInter Partner repaired Mr E’s boiler in February 2016. Its engineer replaced a valve on the boiler. But Mr E’s tena... (2 pages)View decision -
Decision Reference DRN-2089984
21 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2089984The complaintMr R complains that Aviva Insurance Limited poorly handled a claim he made under his home emergency policy. What happenedMr R has a home emergency policy underwritten by Aviva and, as it’s responsible for complaints about claims on the policy, I’ll refer to it throu... (2 pages)View decision -
Decision Reference DRN-5803172
6 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5803172 The complaint Mr S complains about how British Gas Insurance Limited (“British Gas”) dealt with repairs to his boiler and cylinder in a claim on his home emergency insurance policy. What happened Mr S had a home emergency insurance policy from British Gas covering various do... (3 pages)View decision -
Decision Reference DRN-5142763
13 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5142763 The complaint Mr J complains about the service he’s received from British Gas Insurance Limited (British Gas) in relation to his Homecare policy. What happened Mr J had a British Gas Homecare policy. This covered, amongst other things, plumbing, drainage and electrical issu... (3 pages)View decision -
Decision Reference DRN-6100626
23 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6100626 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited, in particular when they repaired his boiler following a leak. What happened On 14 August 2024 Mr S contacted British Gas to report a leak from his boiler. An engineer inspected the boi... (6 pages)View decision -
Decision Reference DRN3287053
5 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that U K Insurance Limited gave him poor service under the home emergency section of his home insurance policy.backgroundMr D’s insurer wouldn’t fix his central heating boiler- saying he hadn’t maintained it. Mr D complained that he had to get some... (2 pages)View decision -
Decision Reference DRN7843739
13 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that they’ve been paying premiums for a home emergency insurance policy that Aviva Insurance Limited says doesn’t cover their boiler. backgroundMr and Mrs M complained to Aviva about this matter. And, being unhappy with its response, they complained ... (2 pages)View decision -
Decision Reference DRN7422437
24 Mar 2017 Clydesdale Financial Services Limited Not upheldBanking and creditMiss P says she is unhappy with the installation of a boiler which she financed in 2014 through a fixed sum loan with Clydesdale Financial Services Limited. backgroundIn summary, Miss P says that the supplier hasn’t installed the boiler properly. And it is causing le... (2 pages)View decision