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-3189319
15 Dec 2021 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3189319 The complaint Mr C has complained about the service he received from DAS Legal Expenses Insurance Company Limited (DAS) when he made a claim under his home emergency policy when a boiler breakdown left him without hot water. References to DAS in this decision include references... (3 pages)View decision -
Decision Reference DRN4341494
29 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains about The Society of Lloyd’s delays in resolving a claim for the breakdown of a boiler at his tenanted property, under his ‘Home Emergency Solutions’ insurance policy. backgroundOn 1 March 2013, Mr L registered a claim with Lloyd’s as the boiler at his tenanted property... (3 pages)View decision -
Decision Reference DRN4237130
8 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited mishandled his complaint about a missed service appointment for his boiler under his home emergency insurance policy.background Mr H had an annual home emergency policy with British Gas. Under the terms of the policy M... (3 pages)View decision -
Decision Reference DRN-5870469
8 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5870469 The complaint Mr A complains about how Accredited Insurance (Europe) Ltd (AIEL) handled a claim he made under his home emergency insurance after his boiler developed a fault. What happened Mr A held home emergency insurance policy, which is unwritten by AIEL. He purchased t... (6 pages)View decision -
Decision Reference DRN-3264859
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3264859 The complaint Mr and Mrs A complain about British Gas Insurance Limited’s handling of ongoing claims about their heating system under their home emergency policy. What happened Mr and Mrs A say that engineers visited to fix problems with their heating and hot water system on mo... (6 pages)View decision -
Decision Reference DRN9252941
8 Apr 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs W isn’t happy that Inter Partner Assistance SA (“Inter Partner”) didn’t fix her boiler properly when she claimed on her home emergency policy. backgroundMrs W had a problem with her boiler during the winter months. Inter Partner sent out an engineer but they did... (2 pages)View decision -
Decision Reference DRN-2830864
9 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2830864 The complaint Mrs H complains about delays when she made a claim with British Gas Insurance Limited under an insurance policy covering faults with her boiler. To resolve her complaint, she wants British Gas to reimburse what she’s paid for another contractor to carry out the re... (4 pages)View decision -
Decision Reference DRN-2188372
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2188372The complaintMrs F complains that British Gas Insurance Limited is responsible for poor service in connection with her home emergency insurance policy. What happenedMrs F had a British Gas Home Care agreement that covered her central heating (including an annual boiler service v... (3 pages)View decision -
Decision Reference DRN8743979
22 Jun 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance S.A. gave him poor service under a landlord’s property assistance insurance policy.backgroundMr B has a property let to tenants. He had a policy in the name of a home assistance company and underwritten by IPA. He called fo... (4 pages)View decision -
Decision Reference DRN-4930822
20 Nov 2024 Tandem Bank Limited UpheldConsumer CreditDRN-4930822 The complaint Mrs D’s complaint is that, when she had a new boiler fitted, the work was not carried out to a satisfactory standard. Because the work was financed with a loan from Tandem Bank Limited, Mrs D says that it is equally liable with the supplier for that work. What ... (3 pages)View decision