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-5286931
24 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5286931 The complaint Mr S has complained about the service provided by ARAG Legal Expenses Insurance Company Limited (‘ARAG’) following a claim for boiler break-down under his home emergency policy. For the avoidance of doubt, the term ‘ARAG’ includes reference to its agents and co... (4 pages)View decision -
Decision Reference DRN-4825487
6 Aug 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4825487 The complaint Mr R complained that Zurich Insurance Company Ltd (“Zurich”) unfairly declined his claim under his home insurance policy for a damaged boiler following an escape of water. What happened Mr R made a claim for damage caused by a leak. Following investigation, Zur... (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 DRN3088614
21 Apr 2020 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs C’s complaint is about the handling of acclaim under the home emergency section of their home insurance cover with Inter Partner Assistance SA.backgroundMr and Mrs C called IPA on 9 December 2018, as their boiler was not working. IPA told them that a heating engineer would call ... (4 pages)View decision -
Decision Reference DRN-2729167
10 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2729167 The complaint Mr and Mrs R, through their representative Ms W, complain that British Gas Insurance Limited (BG) has rejected their claim under their BG HomeCare policy for a replacement boiler when their old boiler was condemned. What happened This complaint arises from an inci... (4 pages)View decision -
Decision Reference DRN-2887336
5 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887336 The complaint Mr and Mrs F’s complaint is about the service provided in relation to a boiler insurance policy with British Gas Insurance Limited. What happened In 2018, Mr and Mrs F says the boiler would repeatedly cut out and they made a number of claims under the policy. They... (3 pages)View decision -
Decision Reference DRN-5296627
24 Feb 2025 British Gas Services Limited Not upheldInsuranceDRN-5296627 The complaint Miss B complains that when British Gas Services Limited (“BG”) serviced her boiler, it didn’t notice problems with its installation. What happened Miss B had a boiler repair and servicing policy with BG covering her domestic boiler. In March 2022 Miss B had her... (3 pages)View decision -
Decision Reference DRN5830113
3 Oct 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs H complains about the service she received from the Society of Lloyd’s under her home emergency insurance policy.backgroundMrs H reported a problem with her central heating.An engineer attended on behalf of Lloyds and told Mrs H her boiler needed parts which weren’t... (2 pages)View decision -
Decision Reference DRN-1400316
20 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1400316 The complaintMr P complains about the way British Gas Insurance Limited has handled claims he made on his home emergency insurance policy. What happenedMr P’s policy covers the home his parents live in. In March 2019, he made a claim on his policy because their boiler wasn’t st... (3 pages)View decision -
Decision Reference DRN-3777960
8 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3777960 The complaint Mr G complains that British Gas Insurance Limited (BG) broke his heating system when it worked on his boiler, and then refused to refund the costs of the repairs. What happened Mr G had boiler cover with BG for his rental property. The policy provided cover for th... (3 pages)View decision