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-3921120
20 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3921120 The complaint Mr A has complained that British Gas hasn’t done enough to repair damage he says was caused by an error when an engineer attended to repair his boiler. Mr A sought assistance under a home care policy. What happened In July 2022 Mr A reported to British Gas that he... (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 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 DRN8983543
6 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited has mishandled a claim under her home emergency policy.backgroundMrs L had a home emergency policy with British Gas for many years. In August 2015 she reported a leak from her boiler to British Gas. It sent out an en... (2 pages)View decision -
Decision Reference DRN5156238
16 May 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr E complains that Royal & Sun Alliance Insurance Plc gave him poor service under the home emergency section of his home insurance policy.backgroundMr E had home emergency insurance subject to a limit of £1,000.00. So when his boiler wasn’t working properly, Mr... (2 pages)View decision -
Decision Reference DRN-6030939
18 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6030939 The complaint Miss M has complained about Admiral Insurance (Gibraltar) Limited’s handling of a claim she made for repair to her boiler, under her home emergency policy. What happened The details of what happened are well known to both parties. So, I will just summarise the... (2 pages)View decision -
Decision Reference DRN7795529
3 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs C says British Gas Insurance Limited failed to fix her noisy boiler over several years.backgroundMrs C held a HomeCare Care agreement with British Gas Services Limited. The agreement became an insurance policy underwritten by British Gas Insurance Limited.Mrs C had... (2 pages)View decision -
Decision Reference DRN-4288913
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4288913 The complaint Mr M complains about the way that U K Insurance Limited (“UKI”) dealt with a claim he made under his home emergency insurance policy. Reference to UKI includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so ... (3 pages)View decision -
Decision Reference DRN7471127
14 May 2013 Allianz Global Assistance Not upheldInsurance (excluding PPI)summary Mr D complains about Allianz’s refusal to reimburse him £330, which he paid to a private engineer to resolve a fault with his boiler. background Mr D holds a Lloyds TSB home assistance policy, which is underwritten by Allianz. On 18 April 2011, Mr D registered a claim with All... (3 pages)View decision -
Decision Reference DRN-2901028
2 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2901028 The complaint Mr B is unhappy with the service provided by British Gas Insurance Limited (BGIL) during claims he made under his Central Heating insurance policy. What happened Mr B had Central Heating cover with BGIL for many years. He experienced several faults with his boiler... (3 pages)View decision