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 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 DRN-2806425
5 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2806425 The complaint Mr G’s complaint is about the handling of a claim under his boiler and central heating policy with Aviva Insurance Limited. What happened I issued a provisional decision on this matter in April 2021, the main parts of which are copied below “In January 2020, aroun... (6 pages)View decision -
Decision Reference DRN-3648103
7 Nov 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3648103 The complaint Mrs L complains that she was mis-sold a boiler partly financed by a fixed sum loan agreement with Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) . She would like the finance agreement cancelled, and her deposit refunded. What happened Th... (2 pages)View decision -
Decision Reference DRN-5182537
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5182537 The complaint Mr C complains about UK Insurance Limited (‘UKI’)’s handling of a claim on his home insurance. Mr C’s policy was sold and is administered by a third party company on UKI’s behalf, and all his correspondence has been with this company. However, UKI is the policy... (3 pages)View decision -
Decision Reference DRN-3747324
9 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3747324 The complaint Mr G complains that British Gas Insurance Limited (BG), with whom he had home care insurance cover, failed to properly service his boiler in 2020. He said this led to it breaking down and having to be replaced in 2022. What happened Mr G had home care insurance co... (5 pages)View decision -
Decision Reference DRN-1463477
17 Apr 2020 British Gas Insurance Limited UpheldInsuranceDRN-1463477 The complaintMr and Mrs A are unhappy with British Gas Insurance Limited (BG) who declined to pay for a new boiler, claimed under their home emergency policy. But later found the fault wasn’t related to the boiler. What happenedIn July 2019, Mr and Mrs A reported a fault with t... (2 pages)View decision -
Decision Reference DRN-1911496
16 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-1911496The complaintMr N complains about how British Gas Insurance Limited handled his claim for a broken boiler. He’s also unhappy with the service he received. What happenedMr N holds a HomeCare policy with British Gas Insurance Limited – hereafter referred to as “British Gas”. On 8 ... (4 pages)View decision -
Decision Reference DRN-2198011
7 Jan 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2198011 The complaint Mr W and Mrs W complain that Aviva Insurance Limited (Aviva) didn’t provide the free replacement boiler cover included in their home emergency policy. What happened Mr W and Mrs W had home emergency cover with Aviva. The policy was in joint names but, for ease, I’... (3 pages)View decision -
Decision Reference DRN-2825442
18 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2825442 The complaint Mr B has complained about how British Gas Insurance Limited (British Gas) dealt with issues with his boiler under his home emergency policy. What happened Mr B had a HomeCare policy with British Gas for a rental property that he owned. Mr B’s tenants told him tha... (5 pages)View decision