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 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-2887347
9 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887347 The complaint Mr J complains that British Gas Insurance Limited damaged his central heating system when carrying out a repair. He would like the company to pay for the cost of replacing the system under his Homecare policy. What happened In February 2018 Mr J contacted British ... (3 pages)View decision -
Decision Reference DRN2424257
11 Jun 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C’s complaint is about the service provided by British Gas Insurance Limited in relation to his boiler insurance policy. backgroundMr C’s policy with British Gas includes an annual service of his boiler. During the annual service in September 2018, the British Gas engineer found there w... (5 pages)View decision -
Decision Reference DRN-5747635
9 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5747635 The complaint Ms I has complained that an engineer sent by Intact Insurance UK Limited (Intact) in response to a home emergency claim caused damaged to her home. References to Intact include companies acting on its behalf. What happened Ms I contacted Intact to make a home... (3 pages)View decision -
Decision Reference DRN5887468
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms W has complained about British Gas Insurance Limited. She isn’t happy about the service she received following a claim under her home emergency insurance policy.backgroundMs W had a number of problems with her boiler over a number of years. British Gas attended o... (2 pages)View decision -
Decision Reference DRN3743020
4 Mar 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms H complains that Royal & Sun Alliance Insurance plc is responsible for poor service under the home emergency section of her home insurance policy.backgroundMs H had a policy branded with the name of a retailer. RSA was the insurer responsible for dealing with cl... (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 DRN-3795783
9 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3795783 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) has treated him unfairly following a claim made under his HomeCare range insurance policy. Any reference to Mr B or British Gas includes respective agents or representatives. What happened The backg... (3 pages)View decision -
Decision Reference DRN1232905
12 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the service provided to him by British Gas Insurance Limited (British Gas), under his ‘HomeCare two’ policy. He feels British Gas damaged his boiler and caused an escape of water at his home.background Mr H has explained that he contacted British... (3 pages)View decision -
Decision Reference DRN-1499894
19 Aug 2020 Great Lakes Insurance SE Not upheldInsuranceDRN-1499894The complaintMr A is unhappy with the boiler service that was due to be carried out by Great Lakes Insurance SE as part of his home emergency policy. What happenedMr A arranged for his boiler to be serviced as part of his home emergency policy. When the engineer visited, he said... (2 pages)View decision