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-4322708
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4322708 The complaint Mr K complains that British Gas Insurance Limited (British Gas) failed to repair his boiler in accordance with the terms of his home emergency insurance policy. What happened Mr K had had home emergency policies with British Gas for a number of years. The policy t... (4 pages)View decision -
Decision Reference DRN6835967
6 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) did not properly carry out a service of his central heating boiler under his home emergency insurance policy, and as a result, it suffered damage. backgroundBGI serviced Mr A’s boiler in August 2013. He says tha... (2 pages)View decision -
Decision Reference DRN-5216744
17 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5216744 The complaint Ms C has complained that British Gas Insurance Limited (British Gas) damaged her boiler when it carried out an annual service under a home emergency policy. What happened Ms C had a home emergency policy with British Gas for several years. This included an ann... (3 pages)View decision -
Decision Reference DRN-5965157
17 Mar 2026 U K Insurance Limited Not upheldInsuranceDRN-5965157 The complaint Mrs B complains U K Insurance Limited (UKI) misdiagnosed an issue with her boiler after she made a claim under her home emergency insurance policy. For clarity, any reference to UKI in this decision includes the actions of any agents working on its behalf. What... (2 pages)View decision -
Decision Reference DRN6234464
4 Sep 2019 MW Heating & Plumbing Limited Not upheldBanking and creditMr F complains about a Green Deal loan provided by MW Heating & Plumbing Limited.Mr F says he wasn’t aware he was taking out a loan. He says he was led to believe he was getting a new boiler free under a government scheme. It was only later that he became aware he was being charged a f... (4 pages)View decision -
Decision Reference DRN-4078843
18 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4078843 The complaint Mr G has complained about delays Aviva Insurance Limited caused in carrying out a boiler check when he bought a Heating, Plumbing and Electrics Plus (HPE) agreement. Mr G says the delay resulted in him not having cover when a boiler broke down at a property he ren... (3 pages)View decision -
Decision Reference DRN4463337
24 Apr 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss D complains about Royal & Sun Alliance Insurance Plc’s (RSA) handling of her claim for a broken boiler made under the home emergency section of her home choice insurance policy. To make things simpler, I’ll refer to RSA’s agents as RSA. backgroundMiss D’s ... (3 pages)View decision -
Decision Reference DRN-3371543
17 May 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3371543 The complaint Mr H and Mrs Y complain about Inter Partner Assistance SA (IPA) under the home emergency cover provided as part of their home insurance policy. They are unhappy at how IPA responded to a problem with their boiler. This decision covers Mr H and Mrs Y’s complaint ab... (3 pages)View decision -
Decision Reference DRN0448882
1 Mar 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Ms P’s complaint is about the service provided to her under a central heating insurance policy provided by certain underwriters at Society of Lloyd’s.background I issued two provisional decisions on this matter, in December 2018 and January 2019. I provisionally determ... (7 pages)View decision -
Decision Reference DRN-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision