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 DRN-3571683
7 Sep 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3571683 The complaint Mrs K is unhappy with how A Shade Greener (Boilers) LLP (ASG) carried out its obligations to maintain a boiler it supplied to her under a conditional sale agreement. What happened In 2014, Mrs K entered into a regulated conditional sale agreement with ASG for the ... (3 pages)View decision -
Decision Reference DRN1648662
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with delays in the handling of his claim under his central heating insurance policy with caused by British Gas Insurance Limited and says that it caused his boiler to be left in an unsafe state.background British Gas attended Mr A’s property (which... (2 pages)View decision -
Decision Reference DRN3520519
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains British Gas Insurance Limited won’t pay for repairs to her boiler.background Miss L has a policy for her boiler with British Gas. This policy covers a service for her boiler each year; and claims for repairs to her boiler. Towards the end of 2018, Miss L’s boiler still had... (2 pages)View decision -
Decision Reference DRN9492555
13 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about his home emergency policy with Aviva Insurance Limited (Aviva). backgroundMr R held a home emergency insurance policy with Aviva, which started on 2 October 2017. In January 2018, Mr R contacted Aviva to report a fault with his boiler and make a c... (2 pages)View decision -
Decision Reference DRN-2984587
15 Sep 2021 Esure Services Limited Not upheldInsuranceDRN-2984587 The complaint Mr S complains Esure Services Limited (“Esure”) mis-sold him a home emergency policy. What happened The background of this complaint is well known to all parties so I’ve summarised events. Mr S took out an Esure home emergency policy in 2019. In September 2020 h... (2 pages)View decision -
Decision Reference DRN9635808
17 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundMr K holds the policy with British Gas for a property that he rents out. In early 2018, he made a claim under his policy when the ... (2 pages)View decision -
Decision Reference DRN9635903
15 Aug 2016 SSE Home Services Limited UpheldInsurance (excluding PPI)Mr M is unhappy with the service provided by SSE Home Services Limited in relation to a heating insurance policy. background I issued a provisional decision on this matter in June 2016, part of which is copied below:“Mr M purchased a Shield Gas Heating Care agreeme... (7 pages)View decision -
Decision Reference DRN1715119
29 Jan 2020 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that U K Insurance Limited mishandled his claim under the home emergency section of his home insurance policy.backgroundMr W lives with his wife. He has said they each work from home on a regular basisThe home emergency section covered repairs to their central heating boiler... (4 pages)View decision -
Decision Reference DRN5223817
28 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained about the way British Gas Insurance Limited (British Gas) handled a claim on his home emergency insurance policy.backgroundMr C said he has been a British Gas customer for years so when he moved to a new property he decided to take out another ho... (3 pages)View decision -
Decision Reference DRN-3012256
8 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3012256 The complaint Mrs C complains about the way British Gas Insurance Limited (British Gas) dealt with a claim she made under her home emergency cover. What happened Mrs C had had problems with her boiler – which was about 14 years old. So in January 2021 she bought a home emergenc... (2 pages)View decision