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 DRN3466393
12 Sep 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr D and Mrs C-D complain that Inter Partner Assistance SA (IPA) failed to respond in a timely manner when their boiler broke down and later declined their claim for repair or replacement. backgroundMr D and Mrs C-D’s boiler broke down on 1 March 2018. They have a ho... (3 pages)View decision -
Decision Reference DRN0533762
1 Jul 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs D complains about British Gas Insurance Limited’s handling of her home emergency insurance claim. She says she paid for work to be carried out privately as a result of British Gas’ mis-advice. backgroundIn October 2010, a British Gas engineer attended at Mrs D’s property in respon... (3 pages)View decision -
Decision Reference DRN-5030064
4 Oct 2024 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-5030064 The complaint Mrs F complains about a gas boiler and related service and maintenance contract supplied under a regulated conditional sale agreement by A Shade Greener (Boilers) LLP (“ASG”). Mrs F is represented in her complaint by a relative, Mr B. When I refer to things sai... (17 pages)View decision -
Decision Reference DRN-3203307
12 Jan 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3203307 The complaint Mr D complained that Royal & Sun Alliance Insurance Limited (RSA) did not correctly repair his boiler and this led to the boiler needing to be replaced. Mr D’s claim and complaint was handled by a third-party company on behalf of RSA but, for ease, I’ll refer ... (4 pages)View decision -
Decision Reference DRN-3607529
21 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3607529 The complaint Mr T and Ms T complain that they were mis-sold home emergency cover by Soteria Insurance Limited. What happened Mr T and Ms S have a home insurance policy underwritten by Soteria, which covers their home’s buildings and contents, amongst other things. When they bo... (2 pages)View decision -
Decision Reference DRN-3804696
20 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3804696 The complaint Ms C is unhappy that British Gas Insurance Limited condemned her boiler. She says it only needed replacing because it was damaged intentionally by British Gas’s engineer. What happened The details of this complaint are well known to both parties, so I will not re... (2 pages)View decision -
Decision Reference DRN-3070993
27 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070993 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) broke her boiler during an annual service carried out under her home emergency policy. What happened Miss C arranged for her boiler to be serviced by British Gas. During the engineer’s visit, ... (3 pages)View decision -
Decision Reference DRN-1499894
19 Aug 2020 Great Lakes Insurance SE Not upheldInsuranceDRN-1499894The complaintMr A is unhappy with the boiler service that was due to be carried out by Great Lakes Insurance SE as part of his home emergency policy. What happenedMr A arranged for his boiler to be serviced as part of his home emergency policy. When the engineer visited, he said... (2 pages)View decision -
Decision Reference DRN-4997041
3 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4997041 The complaint Mr U has complained about the service provided by Evolution Insurance Company Limited (Evolution) when dealing with repairs to his boiler and the length of time this took. References to Evolution include its agents and claims managers. I’ve previously issued ... (6 pages)View decision -
Decision Reference DRN-5747635
9 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5747635 The complaint Ms I has complained that an engineer sent by Intact Insurance UK Limited (Intact) in response to a home emergency claim caused damaged to her home. References to Intact include companies acting on its behalf. What happened Ms I contacted Intact to make a home... (3 pages)View decision