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 4027 results
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Decision Reference DRN5856413
17 Feb 2020 A Shade Greener (Boilers) Llp UpheldBanking and creditMr H complains a boiler he acquired on a conditional sale agreement from A Shade Greener (Boilers) LLP (ASGB) was incorrectly installed. He wants ASGB to refund him the money he had to pay to put things right.backgroundI set out the background to Mr H’s complaint in my provisional decision... (6 pages)View decision -
Decision Reference DRN-5226035
11 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5226035 The complaint Mr I complains that Evolution Insurance Company Limited (EICL) deemed his boiler beyond economic repair following an engineer’s visit and won’t repair or replace it. He believes the action taken by the engineer caused his boiler to break and that he received po... (5 pages)View decision -
Decision Reference DRN0657422
14 Nov 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about British Gas Insurance Limited’s refusal to repair his boiler under his insurance policy. The circumstances and background to this complaint were set out in my provisional decision in October 2013, as follows:“background Mr C held a central heating cover insurance ... (4 pages)View decision -
Decision Reference DRN-5074347
29 Oct 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5074347 The complaint Mr B is unhappy that Evolution Insurance Company Limited (“Evolution”) didn’t repair his boiler under his home breakdown policy. Any reference to Evolution includes its agents. What happened The background to this complaint is well-known to both parties. So, I’... (3 pages)View decision -
Decision Reference DRN-4020441
17 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4020441 The complaint Mrs S complains about the decision by Inter Partner Assistance SA (‘IPA’) to turn down her Home Protection Plus claim. What happened Mrs S holds Home Protection Plus cover. This provides up to £1,000 towards the repair costs following the breakdown of a boiler, or... (3 pages)View decision -
Decision Reference DRN-1739722
17 Apr 2020 Amtrust Europe Limited UpheldInsuranceDRN-1739722 The complaintMrs W complains about the way AmTrust Europe Limited (AmTrust) handled claims she made on a home services policy and about the service she’s received from it. What happenedMrs W had a home services contract, underwritten by AmTrust, which offered her heating cover ... (4 pages)View decision -
Decision Reference DRN3708119
21 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J is complaining that British Gas Insurance Limited hasn’t fixed her boiler after she claimed for damage on her home emergency insurance policy.backgroundMrs J had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of t... (3 pages)View decision -
Decision Reference DRN-3425618
26 Apr 2022 Homeserve Membership Limited Not upheldInsuranceDRN-3425618 The complaint Mr D complains Homeserve Membership Limited (Homeserve) mis-sold his boiler breakdown cover policy due to the wording regarding boiler replacement. There are several parties and representatives of Homeserve involved, but for the purposes of this complaint I’m only... (3 pages)View decision -
Decision Reference DRN-5681558
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5681558 The complaint Mr B complains about the way Aviva Insurance Limited handled his home emergency policy, and that it unfairly excluded his boiler from cover. What happened Mr B took out a boiler cover policy with Aviva, as part of the terms a boiler health check had to be comp... (4 pages)View decision -
Decision Reference DRN2826566
7 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)ComplaintMr R complains British Gas Insurance Limited caused his boiler to fail. He says this meant he had to replace it, and he’d like it to reimburse him for this.BackgroundIn September 2018, British Gas carried out an annual service on Mr R’s boiler as part of the boiler insurance he ha... (3 pages)View decision