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
-
Decision Reference DRN5072064
9 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S say British Gas Insurance Limited hasn’t fairly compensated them for the distress and inconvenience they experienced as a result of a boiler leak. backgroundMr and Mrs S had a boiler fitted in July 2017. This wasn’t completed under a contract of insuranc... (3 pages)View decision -
Decision Reference DRN-2794506
19 May 2021 AWP P&C SA UpheldInsuranceDRN-2794506 The complaint Mr B complains about the poor repairs and delays he experienced, following claims under his home emergency policy with AWP P&C SA (Allianz). What happened Mr B’s had made two claims to Allianz, one regarding his oil fuelled boiler and the other regarding a le... (3 pages)View decision -
Decision Reference DRN3286134
24 Aug 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs A complains that Inter Partner Assistance S.A. gave her poor service under a home emergency insurance policy.backgroundMrs A called for help with a leaking boiler in late November. She complained about slow response to that and further problems with her central ... (2 pages)View decision -
Decision Reference DRN6301132
3 May 2019 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Mr N’s complaint against Ambant Underwriting Services Limited (“Ambant”) is about the service provided under his HomePlan insurance policy.backgroundMr N took out a CORGI HomePlan policy in December 2016 to cover his central heating system. The policy was administered ... (2 pages)View decision -
Decision Reference DRN0023406
15 Dec 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L’s complaint relates to the length of time it took British Gas Insurance Limited to diagnose a problem on their boiler during a claim under their home emergency insurance policy. background Mr and Mrs L made a claim to British Gas in early October 2012 because the pressure o... (3 pages)View decision -
Decision Reference DRN-5782171
23 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5782171 The complaint Mr O is unhappy that Domestic & General Insurance Plc (“D&G”) declined his boiler claim. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr O had boiler insurance underwri... (4 pages)View decision -
Decision Reference DRN2101458
11 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited (“BGI”) wasn’t able to respond within a reasonable time when he called on it under his home emergency insurance policy after his central heating boiler broke down. He wants BGI to reimburse what he had to pay a third ... (3 pages)View decision -
Decision Reference DRN7250602
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundMr O’s boiler broke down in early March 2018 but initially he was told he’d have to call back after the weekend to book an app... (3 pages)View decision -
Decision Reference DRN4020406
21 Aug 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms N complains that British Gas Services Limited caused damage to her property.The background to this complaint and my provisional findings were set out in my provisional decision dated July 2015 as follows; “backgroundIn August 2011, a new boiler was installed at M... (3 pages)View decision -
Decision Reference DRN7930864
13 Jan 2015 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains that – when he had a problem - Acromas Insurance Company Limited failed to attend under his boiler and central heating cover.background Mr M had a policy underwritten by Acromas. He had an intermittent fault with his boiler which required manual intervention occasionally.... (2 pages)View decision