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 DRN-4256043
20 Jul 2023 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4256043 The complaint Mr U complains about how Ocaso SA, Compania de Seguros y Reaseguros handled and settled his claim on his home insurance policy .What happened Mr U is the leaseholder of a flat that benefits from a home insurance policy underwritten by Ocaso. In January 2021 there ... (6 pages)View decision -
Decision Reference DRN8034760
15 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited missed two appointments when dealing with a claim under his home emergency insurance policy.backgroundMr R’s boiler broke down one morning. He booked a same-day appointment, which was supposed to take place before 1pm. W... (2 pages)View decision -
Decision Reference DRN-1312454
30 Mar 2020 British Gas Insurance Limited UpheldInsuranceDRN-1312454 The complaintMr S complains about the way British Gas Insurance Limited (British Gas) handled a claim he made on his home emergency insurance policy. What happenedIn June 2019, Mr S’ boiler started leaking. So Mr S’ family didn’t have any hot water in their home. He made a clai... (3 pages)View decision -
Decision Reference DRN-5915035
18 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5915035 The complaint Mr D complains that the sale of boiler insurance policy provided by Domestic & General Insurance Plc (D&G) was mishandled, meaning he wasn’t provided with the proper level of cover and didn’t receive policy documents. Mr D took out the policy with an ag... (2 pages)View decision -
Decision Reference DRN-4984416
30 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4984416 The complaint Mr I’s complaint is about the handling of a claim under his boiler and central heating insurance policy with British Gas Insurance Limited. What happened Mr I held the policy with British Gas for a property he rents out. The policy includes an annual service of... (7 pages)View decision -
Decision Reference DRN7893144
5 Aug 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs S are unhappy that Inter Partner Assistance SA (IPA) has declined their home emergency claim. They say the exclusion it’s relied on is ambiguous.Ms S brings this complaint on behalf of himself and his wife, Mrs S. So to keep things simple I’ll refer to them both collectively as ... (2 pages)View decision -
Decision Reference DRN6927344
24 Mar 2020 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr E complains about the way Inter Partner Assistance SA (“IPA”) responded to his home emergency claim.backgroundMr E had a home emergency policy with IPA. On 7 December 2017 his boiler failed and he had no hot water or heating. He called IPA around 17:00 and spoke to one of its agents. Mr... (3 pages)View decision -
Decision Reference DRN3548980
2 Dec 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited didn’t carry out a boiler repair under his home emergency policy.backgroundMr L had a HomeCare policy with British Gas for over 10 years. In February 2015 an engineer told Mr L that a boiler case clip was missing. T... (2 pages)View decision -
Decision Reference DRN-1713586
7 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-1713586 The complaintMrs H is unhappy that British Gas Insurance Limited said it couldn’t fit a new central heating timer when it carried out boiler services as part of her home emergency policy and then, at a later visit, was able to do so. What happenedMrs H had her boiler serviced ... (2 pages)View decision -
Decision Reference DRN2261788
30 Oct 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr K complains that Society of Lloyd’s has unfairly declined to cover the problem with his central heating under his Home Plan policy. backgroundI set out the background to the complaint in my provisional decision which is attached. my provisional findings and the part... (2 pages)View decision