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 4078 results
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Decision Reference DRN-5182537
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5182537 The complaint Mr C complains about UK Insurance Limited (‘UKI’)’s handling of a claim on his home insurance. Mr C’s policy was sold and is administered by a third party company on UKI’s behalf, and all his correspondence has been with this company. However, UKI is the policy... (3 pages)View decision -
Decision Reference DRN2834523
26 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy British Gas Insurance Limited (British Gas) hasn’t compensated him for the new boiler he needed to purchase and have fitted. He feels British Gas should compensate him for this under his HomeCare insurance policy.backgroundMr D has a home emergency insu... (5 pages)View decision -
Decision Reference DRN5421045
4 Jun 2015 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mr O is unhappy with the service provided by Homeserve Membership Limited in relation to his central heating insurance policy. backgroundI understand that in April 2013, Mr O made a claim for a problem with his boiler. An engineer attended and found that the heat excha... (3 pages)View decision -
Decision Reference DRN-4052047
6 May 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4052047 The complaint Mrs R complains about how Evolution Insurance Company Limited handled a claim she made under her boiler breakdown insurance for a boiler repair. What happened Mrs R held an annual boiler breakdown insurance policy, which is underwritten by Evolution Insurance Comp... (5 pages)View decision -
Decision Reference DRN-3747324
9 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3747324 The complaint Mr G complains that British Gas Insurance Limited (BG), with whom he had home care insurance cover, failed to properly service his boiler in 2020. He said this led to it breaking down and having to be replaced in 2022. What happened Mr G had home care insurance co... (5 pages)View decision -
Decision Reference DRN-4315364
27 Feb 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4315364 The complaint Mrs P complains about the service provided by Evolution Insurance Company Limited after she made a claim under her landlord home care insurance policy. Mrs P has been represented in this claim and complaint by Mr P. What happened In October 2022, Mrs P took out th... (3 pages)View decision -
Decision Reference DRN-3820069
17 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3820069 The complaint Mr W complained about British Gas Insurance Limited (BG) who were unable to repair his boiler, following a claim under his home emergency cover. What happened Mr W held a home emergency policy with BG, that covered repairs to his boiler amongst other things. He co... (3 pages)View decision -
Decision Reference DRN-3467526
25 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3467526 The complaint Ms C's complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened Ms C’s policy includes an annual service of her boiler. She says that during the annual service boiler in September ... (4 pages)View decision -
Decision Reference DRN7678995
11 Dec 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Miss L complains that Great Lakes Insurance SE refused to repair her boiler after she called it out under her home emergency insurance policy. She also complains it charged her for the call out and wrongly said the boiler was beyond economic repair. Miss L will notic... (6 pages)View decision -
Decision Reference DRN8991283
25 Feb 2019 SSE Home Services Limited UpheldInsurance (excluding PPI)Mr L is complaining about the way that SSE Home Services Limited (‘SSE’) has maintained his boiler under his boiler care agreement.backgroundMr L took out a boiler care agreement with his new boiler in 2012. SSE carried out annual services to the boiler each year and at... (2 pages)View decision