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 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 DRN5679558
30 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited did not identify issues with her boiler during a regular service. The boiler broke down within 3 months of the inspection leaving Mrs M without heating and hot water over the Christmas period causing considerable up... (2 pages)View decision -
Decision Reference DRN-2610960
18 Feb 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2610960 The complaint Mrs R complains that Great Lakes Insurance SE UK Branch (Great Lakes) cancelled her Home Emergency Policy following a fault with her boiler, refusing to pay towards replacing it and causing a delay. What happened Mrs R’s policy with Great Lakes provided for an ann... (3 pages)View decision -
Decision Reference DRN-4885400
29 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4885400 The complaint Mr and Mrs R’s complaint is about the service provided under a central heating insurance policy with British Gas Insurance Limited. Mr R has been the main correspondent on the complaint, so I will mainly refer to him throughout this decision. What happened Mr a... (6 pages)View decision -
Decision Reference DRN5213079
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy to repair her central heating boiler: it wouldn’t work on the boiler; its engineer behaved in an unprofessional manner; and BGI didn’t give her a ... (3 pages)View decision -
Decision Reference DRN3740953
20 May 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mrs K complains against the Society of Lloyd’s about damage caused to her boiler when work was undertaken by engineers under a Corgi Homeplan insurance policy. background Mrs K held a Corgi Homeplan insurance policy, which provided cover for the central heating and the bo... (3 pages)View decision -
Decision Reference DRN0516637
26 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B has complained about the service he was provided with by British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B has had a home emergency policy with British Gas for many years. The policy includes an annual boiler service. In Sept... (2 pages)View decision -
Decision Reference DRN-5715929
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5715929 The complaint A company, which I will refer to as “E” complains about Society of Lloyd’s (“SoL”) handling of their building warranty claim. Mr R has brought the complaint on behalf of E. But for ease, I will refer to E only below. All references to “SoL” also include its app... (4 pages)View decision -
Decision Reference DRN-4164249
19 Jul 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4164249 The complaint Mr B complains about the service he received from Domestic & General Insurance Plc (DG) under a protection policy for his boiler. References to DG include their agents who administer policies and carry out services under policies. What happened Mr B had a prot... (4 pages)View decision -
Decision Reference DRN-4493257
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4493257 The complaint Mr B has complained about the cover British Gas Insurance Limited (British Gas) offered under a home emergency policy after boiler parts became obsolete. Mr B is represented by Mrs D, who I will also refer to in my decision. What happened Mr B had a HomeCare polic... (3 pages)View decision