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 4068 results
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Decision Reference DRN-1970900
1 Jul 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1970900The complaintMiss I complains that Aviva Insurance Limited hasn't settled her home emergency policy claim fairly. All references to Aviva include its agents.What happenedMiss I was having a problem with her boiler, so she arranged for a repair under her home insurance (home... (4 pages)View decision -
Decision Reference DRN4832771
13 Mar 2019 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mr C complains that Homeserve Membership Limited mis-sold him a boiler insurance policy.backgroundIn 2015, Mr C took out a Gas Central Heating Breakdown Cover policy underwritten by an insurance company. Homeserve acted as the insurance broker. At the time his boiler wa... (3 pages)View decision -
Decision Reference DRN-2869024
10 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2869024 The complaint Mrs and Mr S complain that British Gas Insurance Limited (BG) declined a claim in respect of their boiler and then cancelled their home emergency policy. What happened Mrs and Mr S’s policy provided cover for repairs and replacement of their boiler but not annual ... (5 pages)View decision -
Decision Reference DRN-3850552
12 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3850552 The complaint Mr W complains about British Gas Insurance Limited (“British Gas”) for the way it dealt with repairs to his boiler. He wants British Gas to reimburse him for part of the costs of his replacement boiler. What happened Mr W had a type of boiler which stopped being p... (3 pages)View decision -
Decision Reference DRN1536523
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain that British Gas Insurance Limited did not complete a repair to their boiler due to the required part being obsolete. backgroundMr and Mrs A hold a HomeCare policy, underwritten by British Gas Insurance Limited. Mr and Mrs A’s boiler was installed in 1982, making i... (2 pages)View decision -
Decision Reference DRN3638955
6 Feb 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr B is complaining about the amount he had to pay to install a replacement boiler Aviva Insurance Limited (Aviva) provided under his home emergency insurance policy. backgroundDuring the annual service in June 2018 Mr B’s boiler suffered further damage and Aviva’s engin... (3 pages)View decision -
Decision Reference DRN-3986919
13 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3986919 The complaint Mrs L has complained about the way that British Gas Insurance Limited (‘British Gas’) handled issues with her boiler under her home care policy. What happened Mrs L complained to British Gas about her boiler which it had installed in 2005. She said there had been ... (4 pages)View decision -
Decision Reference DRN-2240093
9 Oct 2020 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2240093 The complaint Mr S and Mrs S are unhappy about how Royal & Sun Alliance Insurance Plc (RSA) dealt with a claim under their home emergency policy, which was part of their home contents policy. What happened Mr S and Mrs S contacted RSA to make a claim under their home emerge... (3 pages)View decision -
Decision Reference DRN-1421034
16 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1421034The complaintMr N complains about the service provided by British Gas Insurance Limited (British Gas) when he made a claim under his home emergency insurance policy. What happenedMr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his b... (3 pages)View decision -
Decision Reference DRN-4310723
14 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4310723 The complaint Mr B has complained that British Gas Insurance Limited (BG) failed to repair his boiler under an insurance policy he believed he had with it, and that a boiler service he had had three months previously was inadequate. He had to pay for a new boiler. What happened... (3 pages)View decision