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 DRN3994716
15 Apr 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms R complains that Aviva Insurance Limited (Aviva) wouldn’t agree to both supply and fit a new boiler when her existing boiler became beyond economic repair (BER).backgroundMs R had a HomeServe boiler insurance policy from Aviva that she took out in 2014. When the policy was due for rene... (2 pages)View decision -
Decision Reference DRN-4034107
3 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034107 The complaint Ms P complains about British Gas Insurance Limited (BGI) and the actions they took when servicing her boiler, which she feels led to her boiler being condemned unfairly. What happened Ms P held an insurance policy underwritten by BGI which provided Ms P with an an... (4 pages)View decision -
Decision Reference DRN1461097
24 Nov 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs F have claimed on their home insurance with Royal & Sun Alliance Insurance Plc (RSA) for damage caused by a house fire. But they’re not happy with the settlement RSA’s offered for their boiler.background Mr and Mrs F had a house fire in November 2013... (2 pages)View decision -
Decision Reference DRN9799744
25 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.over a number of years when it was servicing his central heating boiler under his home emergency insurance policy failed to warn him that it was suffering from a corrosion issue that could result in it having to be replaced at any... (3 pages)View decision -
Decision Reference DRN-1844487
20 May 2020 British Gas Services Limited UpheldInsuranceDRN-1844487The complaintMr N complained about the service provided by British Gas Services Limited (British Gas) under its Home Care insurance policy. What happened Mr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his boiler. In May 2019 a Brit... (3 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN5870166
7 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L have complained about British Gas Insurance Limited. They say that it failed to undertake their annual service properly causing the boiler to be condemned.backgroundMr and Mrs L had a policy with British Gas for their boiler for a number of years. Around... (2 pages)View decision -
Decision Reference DRN1245838
2 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S and Ms H complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals insofar as I hol... (3 pages)View decision -
Decision Reference DRN-3789487
17 Feb 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3789487 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) treated him unfairly when he claimed on his home emergency policy for boiler repairs. What happened Mr P’s boiler was assessed by an engineer due to a leak. They recommended what they thought wer... (2 pages)View decision -
Decision Reference DRN-5741151
17 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5741151 The complaint Mr C complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘home care’ policy. Mr C also complains about the policy sold to him. Much of Mr C’s dissatisfaction is related to the actions of agents acting on behal... (4 pages)View decision