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-2379751
4 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2379751 The complaint Mr A has complained about British Gas Insurance Limited’s (British Gas) decision to decline a claim he made under his joint homecare insurance policy with Mrs K. Mr A says an outside vent from his boiler was accidentally damaged by the soil vent pipe. What happene... (2 pages)View decision -
Decision Reference DRN1732322
23 Jan 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr J complains that Inter Partner Assistance S.A. failed to fix his boiler under a home emergency policy.backgroundMr J lives in a multi-storey building. He had a policy branded with the name of a bank. The home emergency section was underwritten by IPA. It sent engineers on several oc... (2 pages)View decision -
Decision Reference DRN9151184
25 Jan 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr M complains that Royal & Sun Alliance Insurance Plc (“RSA”) failed to deal with a claim he made under his home emergency insurance policy in a proper and timely manner.backgroundOn 26 September 2016, Mr M contacted RSA as his central heating boiler had broken... (2 pages)View decision -
Decision Reference DRN-4352133
5 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4352133 The complaint Mr K has complained about the service he received from British Gas Insurance Limited (‘British Gas’) in relation to an appointment he scheduled for his boiler to be serviced. What happened Mr K took out a HomeCare policy with British Gas in January 2023. He booked... (3 pages)View decision -
Decision Reference DRN1437369
2 Feb 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr J complains about the service he received from Inter Partner Assistance SA under his home emergency insurance policy.backgroundMr J complained to IPA about the service he received when he reported a problem with his heating system. And, being unhappy with its respon... (4 pages)View decision -
Decision Reference DRN3423255
26 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)and backgroundMr A complains that British Gas Insurance Limited (“British Gas”) caused damage to his kitchen when it sent an engineer to fix his boiler in August 2016. He wants British Gas to cover the cost of repairing three main areas of damage.I’ve attached my pr... (5 pages)View decision -
Decision Reference DRN3514737
8 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about British Gas Insurance Limited. They weren’t happy about the service provided under their home emergency cover.backgroundMr and Mrs A were told by British Gas that their central heating system’s problems were being affected by sludge ... (2 pages)View decision -
Decision Reference DRN-2942755
10 Aug 2021 AWP P&C SA UpheldInsuranceDRN-2942755 The complaint Mrs O complains about the way AWP P&C SA handled a claim she made on her home emergency insurance policy What happened In January 2020, Mrs O’s boiler broke down, leaving her without any heating or hot water. She made a claim on her home emergency insurance po... (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 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