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-1739722
17 Apr 2020 Amtrust Europe Limited UpheldInsuranceDRN-1739722 The complaintMrs W complains about the way AmTrust Europe Limited (AmTrust) handled claims she made on a home services policy and about the service she’s received from it. What happenedMrs W had a home services contract, underwritten by AmTrust, which offered her heating cover ... (4 pages)View decision -
Decision Reference DRN3708119
21 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J is complaining that British Gas Insurance Limited hasn’t fixed her boiler after she claimed for damage on her home emergency insurance policy.backgroundMrs J had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of t... (3 pages)View decision -
Decision Reference DRN-3425618
26 Apr 2022 Homeserve Membership Limited Not upheldInsuranceDRN-3425618 The complaint Mr D complains Homeserve Membership Limited (Homeserve) mis-sold his boiler breakdown cover policy due to the wording regarding boiler replacement. There are several parties and representatives of Homeserve involved, but for the purposes of this complaint I’m only... (3 pages)View decision -
Decision Reference DRN-5681558
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5681558 The complaint Mr B complains about the way Aviva Insurance Limited handled his home emergency policy, and that it unfairly excluded his boiler from cover. What happened Mr B took out a boiler cover policy with Aviva, as part of the terms a boiler health check had to be comp... (4 pages)View decision -
Decision Reference DRN2826566
7 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)ComplaintMr R complains British Gas Insurance Limited caused his boiler to fail. He says this meant he had to replace it, and he’d like it to reimburse him for this.BackgroundIn September 2018, British Gas carried out an annual service on Mr R’s boiler as part of the boiler insurance he ha... (3 pages)View decision -
Decision Reference DRN-2478262
5 Mar 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2478262 The complaint Mr H complains about Royal and Sun Alliance Insurance Limited’s (RSA) poor customer service, under his home emergency policy. What happened Mr H booked RSA for an annual service of his boiler. It sent an engineer, who during the service, found that a few parts nee... (3 pages)View decision -
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-5712778
16 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5712778 The complaint Mr O and the estate of Mrs O complain about the way in which British Gas Insurance Limited (BGIL) dealt with callouts and repairs under their HomeCare policy when their boiler broke down. They’re also unhappy that BGIL didn’t replace their boiler. What happene... (4 pages)View decision