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-3408103
13 Apr 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3408103 The complaint Mr D complains that Inter Partner Assistance SA (IPA) says his old central heating boiler was beyond economic repair and has only offered to pay him £250 towards the cost of a replacement under his home emergency insurance policy. References to IPA include the age... (2 pages)View decision -
Decision Reference DRN-3652740
22 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3652740 The complaint Mr L has complained that British Gas Insurance Limited (British Gas) was unable to repair a boiler under a home emergency policy. What happened Mr L contacted British Gas to repair a boiler at a rental property he owned. Over a series of visits, engineers inspecte... (3 pages)View decision -
Decision Reference DRN-4027097
16 Mar 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4027097 The complaint Mr M and Mrs K complain Astrenska Insurance Limited (AI) failed to address underlying issues with his boiler when they made three claims on their home emergency insurance policy. References to Mr M or Mrs K, will include the other. AI are the underwriters of this ... (3 pages)View decision -
Decision Reference DRN-2434046
16 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2434046 The complaint Mr and Mrs B complain about the service they received from British Gas Insurance Limited (BG) under their home emergency policy. What happened Mr and Mrs B had a policy with BG that covered their heating system for breakdowns, repairs and included an annual servi... (4 pages)View decision -
Decision Reference DRN9799744
25 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.over a number of years when it was servicing his central heating boiler under his home emergency insurance policy failed to warn him that it was suffering from a corrosion issue that could result in it having to be replaced at any... (3 pages)View decision -
Decision Reference DRN3868124
19 Dec 2019 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Miss B’s complaint is about the service provided by Domestic & General Insurance Plc (“D & G”) in relation to a central heating insurance policy. background Miss B held a central heating insurance policy with D & G, since 2002, which included an annual service of the boiler. Du... (2 pages)View decision -
Decision Reference DRN-4470243
22 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4470243 The complaint Mr N complains that HSBC UK Bank Plc didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr N bought a boiler costing £1,699.99 with his credit card in July 2021. It was bought at a store and delivered a few day... (7 pages)View decision -
Decision Reference DRN-1844487
20 May 2020 British Gas Services Limited UpheldInsuranceDRN-1844487The complaintMr N complained about the service provided by British Gas Services Limited (British Gas) under its Home Care insurance policy. What happened Mr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his boiler. In May 2019 a Brit... (3 pages)View decision -
Decision Reference DRN-3789487
17 Feb 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3789487 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) treated him unfairly when he claimed on his home emergency policy for boiler repairs. What happened Mr P’s boiler was assessed by an engineer due to a leak. They recommended what they thought wer... (2 pages)View decision -
Decision Reference DRN-5133784
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5133784 The complaint Ms K’s complaint is about the handling of her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In 2023 Ms K contacted British Gas regarding issues she had with her boiler (there were frequent leaks dripping from the... (6 pages)View decision