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 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 DRN5852480
20 Aug 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs A complains about Royal & Sun Alliance Insurance Plc’s handling of her home emergency insurance claim. In particular, Mrs A is unhappy with the length of time taken to resolve the claim and advice she was given in relation to the cost of a replacement part.All references to Roya... (2 pages)View decision -
Decision Reference DRN-3361107
28 Apr 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3361107 The complaint Mr T complains about his home emergency policy provided by British Gas Insurance Limited (British Gas) and that British Gas left him without heating or hot water for a week. What happened One evening In October 2021 Mr T found there was no hot water at his propert... (3 pages)View decision -
Decision Reference DRN-5210188
17 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5210188 The complaint Miss G is unhappy with the service she received from Accredited Insurance (Europe) Limited (AIL) when she claimed under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are ... (4 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-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 DRN1478202
28 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S complains about poor service she received from British Gas Insurance Limited (BGI) under her home emergency insurance policy.backgroundMiss S paid for a home emergency policy from BGI for a number of years. As part of this she was entitled to receive an annual... (2 pages)View decision -
Decision Reference DRN-2926797
20 Jul 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2926797 The complaint Mr S complains that Inter Partner Assistance SA (“IPAS”) has treated him unfairly in relation to a claim on his home emergency insurance. IPAS is the underwriter of Mr S’ policy. To keep things simple, any reference to IPAS includes its agents or representatives u... (2 pages)View decision -
Decision Reference DRN1727509
14 Dec 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr R complains that Royal & Sun Alliance Insurance Plc gave him poor service under a home emergency insurance policy.background Mr R was in the process of selling his house when his central heating boiler went wrong. He rang his insurer RSA for help. But he complain... (3 pages)View decision