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 DRN5403030
12 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited damaged her boiler and central heating system when undertaking a repair under her home emergency policy.backgroundMrs S has a Homecare 400 policy with British Gas. In November 2014 a British Gas engineer attended Mrs S... (2 pages)View decision -
Decision Reference DRN2462475
22 Dec 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K is unhappy with Acromas Insurance Company Limited’s handling of his claim under a home emergency insurance policy. background Mr K contacted Acromas to make a claim for a partial breakdown of the heating system - the downstairs radiators were not working at all; the upstairs radi... (2 pages)View decision -
Decision Reference DRN-1930359
1 Jul 2020 Bastion Insurance Company Limited UpheldInsuranceDRN-1930359 The complaintMr G is unhappy that Bastion Insurance Company Limited (Bastion) turned down his claim under his Home Emergency Policy. What happenedMr G’s wife contacted Bastion to make a claim on the home emergency policy because the key got stuck in the front door of a rental ... (5 pages)View decision -
Decision Reference DRN-3568562
22 Jul 2022 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3568562 The complaint Mr B has complained about the overall service he received from Liverpool Victoria Insurance Company Limited (“LV”) when dealing with his home emergency claim. What happened Mr B has a home emergency policy with LV, and he made a claim through it for repair to his ... (2 pages)View decision -
Decision Reference DRN-3190609
1 Mar 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3190609 The complaint Mr F complains about a home emergency policy provided by Aviva Insurance Limited. What happened Mr F took out a home emergency policy with Aviva. As part of the initial set up of the policy an engineer was sent to Mr F’s property to complete a check on his boiler.... (2 pages)View decision -
Decision Reference DRN1185130
16 Apr 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs N complains about how U K Insurance Limited (UKI) dealt with her home emergency insurance claim. My references to UKI include its agents.background In January Mrs N contacted UKI under her policy as she had a boiler leak. Its engineer attended and told UKI the syste... (2 pages)View decision -
Decision Reference DRN-5214960
3 Feb 2025 Infinity Energy Organisation Limited UpheldConsumer CreditDRN-5214960 The complaint Mr T complains about a Green Deal finance loan he took out with Infinity Energy Organisation Limited. He says he was misled at the time of arranging the loan and believed he was entering into a roof renting scheme, whereby he would be paid for putting solar pan... (8 pages)View decision -
Decision Reference DRN-2495081
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2495081 The complaint Ms B is unhappy with the service provided by British Gas Insurance Limited (“British Gas”) under her HomeCare Central Heating Breakdown Cover. What happened Ms B noticed on the morning of 14 October 2019 that there was no hot water or heat at her property. Ms B re... (5 pages)View decision -
Decision Reference DRN-5285211
18 Feb 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5285211 The complaint Ms S has complained about the way Evolution Insurance Company Limited dealt with a claim under her home emergency insurance policy. References to Evolution in this decision include its agents. What happened Ms S took out a home emergency policy with Evolution... (2 pages)View decision -
Decision Reference DRN-1818227
29 Jun 2020 British Gas Services Limited Not upheldInsuranceDRN-1818227 The complaintMr S complains that British Gas Services Limited (BG) failed to carry out annual boiler services in time and didn’t look into his complaint about it properly. What happenedMr S had a service and emergency breakdown package for his central heating boiler. The policy... (3 pages)View decision