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-3307409
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3307409 The complaint Mr C complains British Gas Insurance Limited didn’t service his boiler, controls and central heating correctly over a number of years, cancelled an appointment for repairs at the last minute and didn’t reimburse him when he got another engineer to carry out the re... (4 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-4428803
31 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4428803 The complaint Mr H is unhappy with the service he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) after making a home emergency claim. What happened Mr H has a contents insurance policy and an add on home emergency policy, both underwritten by Admiral. In Decemb... (3 pages)View decision -
Decision Reference DRN6779789
3 Nov 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B is unhappy with Inter Partner Assistance SA’s (“IPA”) handling of a claim under the home emergency section of his buildings insurance policy. backgroundOn 7 October 2016, Mr B noticed water was leaking from a pipe under his boiler, while he was having his kitc... (3 pages)View decision -
Decision Reference DRN5869627
15 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that British Gas Insurance Limited gave them poor service under a home care insurance policy.backgroundMr and Mrs K had - in an airing cupboard – a combined boiler and hot water cylinder unit. Mr K noticed a leak from a joint on an outlet pipe.... (2 pages)View decision -
Decision Reference DRN-3777824
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3777824 The complaint Mr W complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. References to British Gas include its agents. What happened In April 2022, Mr W made a claim under his home emergency policy with British Gas because there was a f... (3 pages)View decision -
Decision Reference DRN-4141055
19 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4141055 The complaint Mr G complained about the poor level of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr G raised a complaint to British Gas for numerous failed appointments from British Gas engineers in 2019... (3 pages)View decision -
Decision Reference DRN-5844885
31 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5844885 The complaint Mrs M complains about the service she received from an engineer appointed by British Gas Insurance Limited (BGIL) under a HomeCare policy when they visited her home on 10 December 2024. What happened In spring/summer 2024, Mrs M purchased a new property. On 26... (4 pages)View decision -
Decision Reference DRN0241229
18 Feb 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr N complains that Inter Partner Assistance S.A. should respond to his claim on his home emergency insurance.backgroundMr N had a packaged bank account which provided home emergency insurance underwritten by IPA. He made a claim on his policy in summer 2014, saying that his boiler had b... (2 pages)View decision -
Decision Reference DRN-2052637
3 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2052637 The complaint Miss C complains that British Gas Insurance Limited didn’t compensate her enough after poor service and a delay in her boiler being fixed under her home emergency insurance policy. What happened Miss C has a property which she lets out to tenants. When they report... (2 pages)View decision