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 DRN4522055
14 Jul 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance SA (“IPA”) has rejected his claim for a contribution towards the cost of a new boiler.backgroundMr L’s boiler broke down leaving him without heating or hot water. He tried to get it fixed under his home emergency insura... (2 pages)View decision -
Decision Reference DRN-3653120
20 Sep 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3653120 The complaint Mr W complains about the quote he received from Aviva Insurance Limited (Aviva), to replace his boiler, following a claim under his home emergency policy. What happened Mr W’s boiler broke down and he contacted Aviva to make a claim. It sent an engineer who ultima... (3 pages)View decision -
Decision Reference DRN2255238
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited won’t pay his claim for replacement of his boiler under his HomeCare Insurance policy.backgroundIn October 2017 a British Gas engineer attended Mr M’s let property to carry out a landlord safety check. The following da... (2 pages)View decision -
Decision Reference DRN-5297191
30 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5297191 The complaint Miss M complains about Aviva Insurance Limited’s (“Aviva”) handling of her claim following an escape of water, under her home buildings insurance policy. What happened In December 2022 an escape of water occurred in Miss M’s attic. This caused damage to the bed... (3 pages)View decision -
Decision Reference DRN-3227983
18 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3227983 The complaint Mrs M complains that British Gas Insurance Limited (BG) has failed to repair or replace her boiler under her home emergency policy despite multiple visits. She wants BG to replace the boiler. What happened Mrs M has been represented by her husband but for conviven... (3 pages)View decision -
Decision Reference DRN-5030064
4 Oct 2024 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-5030064 The complaint Mrs F complains about a gas boiler and related service and maintenance contract supplied under a regulated conditional sale agreement by A Shade Greener (Boilers) LLP (“ASG”). Mrs F is represented in her complaint by a relative, Mr B. When I refer to things sai... (17 pages)View decision -
Decision Reference DRN6766468
24 Jul 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited did not repair his boiler, which left him without heating and hot water and that it told him to replace his boiler unnecessarily.backgroundMr T contacted British Gas in May 2013 as he was experiencing problems with his hot water. Briti... (2 pages)View decision -
Decision Reference DRN2833914
27 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited’s (BG) didn’t repair her boiler under her Home Care insurance policy. My references to BG include its agents.backgroundMs S’ boiler failed and BG’s engineers told her it couldn’t be repaired as the part that needed r... (2 pages)View decision -
Decision Reference DRN0923448
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited was unable to repair his boiler as parts were unavailable and that it disconnected it and left him without heating and hot water.background Mr T contacted British Gas on 27 November 2012 as his boiler had stopped working and he was withou... (3 pages)View decision -
Decision Reference DRN6504326
8 Feb 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains because Royal & Sun Alliance Insurance Plc (‘RSA’) hasn’t paid a contribution towards the cost of a new boiler. backgroundMr B holds a home emergency insurance policy, underwritten by RSA.In October 2015, Mr B’s boiler broke down. Mr B says the boi... (3 pages)View decision