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 DRN1477961
21 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG) failed to provide a satisfactory annual service of her boiler under her HomeCare policy.backgroundMrs L had a HomeCare policy with BG for several years. An annual boiler service, which she received as part of the policy, was due in Ma... (3 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-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 DRN-2188372
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2188372The complaintMrs F complains that British Gas Insurance Limited is responsible for poor service in connection with her home emergency insurance policy. What happenedMrs F had a British Gas Home Care agreement that covered her central heating (including an annual boiler service v... (3 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 DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 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-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-4074439
24 Apr 2023 U K Insurance Limited UpheldInsuranceDRN-4074439 The complaint Mrs S complains about U K Insurance Limited (UKI) and the service he received after he made a claim on the Home Emergency (HE) cover included within his home insurance policy. What happened Mrs S held a home insurance policy, underwritten by UKI. This policy inclu... (4 pages)View decision