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-2825442
18 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2825442 The complaint Mr B has complained about how British Gas Insurance Limited (British Gas) dealt with issues with his boiler under his home emergency policy. What happened Mr B had a HomeCare policy with British Gas for a rental property that he owned. Mr B’s tenants told him tha... (5 pages)View decision -
Decision Reference DRN7867837
20 Jan 2020 DAS Legal Expenses Insurance Company Limited UpheldInsurance (excluding PPI)Ms W has complained about the way DAS Legal Expenses Insurance Company Limited (DAS) dealt with a claim she made on her home emergency policy. Ms W’s complaint was brought to us by her and her husband, Mr L, but for ease I will refer to their comments as Ms W’s.background I issued a provis... (4 pages)View decision -
Decision Reference DRN-3914006
25 Jan 2023 Inter Partner Assistance SA Not upheldInsuranceDRN-3914006 The complaint Miss G complains about the service she received from Inter Partner Assistance SA after she claimed for a boiler repair under her home emergency policy. What happened Miss G has a home emergency policy, which is provided by Inter Partner Assistance SA (IPA). At the... (5 pages)View decision -
Decision Reference DRN1749953
25 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the handling of a claim under his home emergency insurance policy with Acromas Insurance Company Limited.backgroundMr H made a claim under his policy on February 2018, as his boiler had stopped working. Acromas sent out a engineer who appare... (4 pages)View decision -
Decision Reference DRN-2866746
12 Jul 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2866746 The complaint Mr S’s complaint is about the handling of a claim under his home emergency insurance policy with Inter Partner Assistance SA (“IPA”). What happened In June 2020, Mr S made a claim on his home emergency policy as his boiler wasn't working properly. IPA sent ou... (5 pages)View decision -
Decision Reference DRN6670952
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S has complained about a British Gas Insurance Limited engineer damaging her boiler while trying to carry out a repair under a boiler and central heating insurance policy. backgroundIn June 2018, Mrs S reported that she was not getting any hot water. British Gas ... (3 pages)View decision -
Decision Reference DRN1538035
22 Nov 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complained about Acromas Insurance Company Limited. They weren’t happy with the way it dealt with a claim under their home emergency insurance policy.backgroundMr and Mrs C made a claim under their home emergency policy as they had a leak from their boiler. An engineer attende... (2 pages)View decision -
Decision Reference DRN6835967
6 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) did not properly carry out a service of his central heating boiler under his home emergency insurance policy, and as a result, it suffered damage. backgroundBGI serviced Mr A’s boiler in August 2013. He says tha... (2 pages)View decision -
Decision Reference DRN-4982610
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4982610 The complaint Miss R complains that British Gas Insurance Limited caused a leak with her boiler, which damaged her home. What happened During an annual service appointment, British Gas condemned Miss R’s boiler as unsafe and capped off the gas supply feed. A week later, Mis... (3 pages)View decision -
Decision Reference DRN9337894
21 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the level of service she received from British Gas Insurance Limited over several years in relation to her HomeCare cover. backgroundMs G’s boiler was installed by a third party in 2000. Since 2006 Ms G has had various repairs carried out by Briti... (2 pages)View decision