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 4068 results
-
Decision Reference DRN-2013496
17 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2013496 The complaint Mr H complains that Aviva Insurance Limited (Aviva) incorrectly deemed his boiler beyond economical repair and provided poor service, under his home emergency policy. What happened In December 2019, Mr H’s boiler broke down. Aviva was contacted who sent an enginee... (3 pages)View decision -
Decision Reference DRN-3300324
9 Feb 2022 Amtrust Europe Limited UpheldInsuranceDRN-3300324 The complaint Mr M’s complaint is about the handling of a claim under his central heating insurance policy with Amtrust Europe Limited. What happened I issued a provisional decision on this matter in January 2022, the main parts of which are copied below: “In February 2021, Mr ... (6 pages)View decision -
Decision Reference DRN1646300
28 Jan 2019 A Shade Greener (Boilers) Llp UpheldInsurance (excluding PPI)Mr H complains that A Shade Greener (Boilers) LLP has charged him for an engineer’s visit that he considers should have been covered under his ‘Boiler Replacement Agreement’.backgroundMr H purchased a boiler from A Shade Greener (Boilers) LLP (ASG) in 2014, under a ... (3 pages)View decision -
Decision Reference DRN-4107936
2 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4107936 The complaint Mr C has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his home emergency insurance policy. What happened Mr C made a claim under his home emergency policy after his rented property had a problem with the central ... (2 pages)View decision -
Decision Reference DRN1445093
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s attempts to complete a repair to his boiler under his HomeCare policy. Mr A considers the service he has received to be substandard. backgroundMr A holds a HomeCare policy, underwritten by British Gas Insurance Limited. Mr A’s boiler ... (2 pages)View decision -
Decision Reference DRN-1678754
6 Jul 2020 U K Insurance Limited Not upheldInsuranceDRN-1678754 The complaintMr E is unhappy with the way U K Insurance Limited (UKI) dealt with his Landlord Emergency claim and its refusal to pay towards a new boiler. What happenedMr E had Landlord Insurance, including Landlord Emergency cover, with UKI. The claim relates to his tenanted ... (3 pages)View decision -
Decision Reference DRN-5151423
3 Dec 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5151423 The complaint Miss D complains about Helvetia Global Solutions Limited’s handling of a claim on her boiler insurance. Miss D’s policy was sold and is administered by a third party company on Helvetia’s behalf and all Miss D’s correspondence has been with this company. Howeve... (4 pages)View decision -
Decision Reference DRN-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision -
Decision Reference DRN-2911037
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911037 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 pages)View decision -
Decision Reference DRN-2087241
13 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2087241The complaintMr S complains about the installation costs he was charged by Aviva Insurance Limited forfitting a new boiler.What happenedIn January 2019, Mr S made a claim on his home emergency insurance policy after one ofhis boilers broke down. Aviva sent out an engineer, who f... (4 pages)View decision