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 DRN7965066
10 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t acted fairly or reasonably by letting him have home emergency boiler cover. He wants matters put right.backgroundMr R had limited home emergency cover with British Gas and in 2013 took out additional boiler cover. He paid premiums fo... (2 pages)View decision -
Decision Reference DRN-6022841
15 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-6022841 The complaint Mrs M is unhappy with how British Gas Insurance Limited (British Gas) has dealt with a boiler issue on her home emergency policy during the annual boiler service. She’s also unhappy that British Gas hasn’t adequately provided the information requested and with ... (3 pages)View decision -
Decision Reference DRN4916658
18 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited disconnected his boiler following an annual service.background In July 2013, British Gas attended Mr W’s property to carry out an annual service, during which it found that there was a leak from the flue pipe. British Gas left a warning ... (2 pages)View decision -
Decision Reference DRN-2178842
20 Nov 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2178842 The complaint Mr H has complained about the inadequate boiler services he received from Royal & Sun Alliance Insurance Plc (RSA) under his HomePlan policy. References to RSA include its agents and contractors. What happened The details of this complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN7161689
7 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I is unhappy that British Gas Insurance Limited hasn’t repaired or replaced her faulty boiler, even though it’s been causing problems for four years. background British Gas installed a replacement boiler for Mrs I in 2014. Since then there have been intermittent... (2 pages)View decision -
Decision Reference DRN-3022455
22 Sep 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3022455 The complaint Mrs H complains that Aviva Insurance Limited removed boiler cover from her home emergency policy without notice. What happened Mrs H says she took out her policy with the AA in 2010 and did so mostly for the boiler cover it provided. Mrs H is a landlord and the po... (2 pages)View decision -
Decision Reference DRN-5715929
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5715929 The complaint A company, which I will refer to as “E” complains about Society of Lloyd’s (“SoL”) handling of their building warranty claim. Mr R has brought the complaint on behalf of E. But for ease, I will refer to E only below. All references to “SoL” also include its app... (4 pages)View decision -
Decision Reference DRN-3235635
31 Jan 2022 Allianz Global Assistance Not upheldInsuranceDRN-3235635 The complaint Mr B complains that Allianz Global Assistance (Allianz) have declined his claim to either repair or pay a contribution to the replacement of his central heating boiler under his home emergency policy. He wants the claim paid. What happened Mr B inherited a propert... (2 pages)View decision -
Decision Reference DRN0877509
13 Mar 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that Legal & General Insurance Limited (L&G) has declined their claim for damage to their property, which they believe was caused by a storm and should be covered under their home insurance policy.backgroundIn early January 2018 Mr a... (3 pages)View decision -
Decision Reference DRN7554695
22 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s representative is unhappy with the service received from British Gas Insurance Limited. In particular he feels that the attempts to repair the boiler under the Home Care Policy have been unsatisfactory, its customer service has been poor and that the annual service has not been car... (3 pages)View decision