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-4546897
15 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4546897 The complaint Mr B complains that he needed a new boiler after U K Insurance Limited (UKI) attended to carry out an emergency repair. Mr B had home emergency insurance underwritten by UKI, which provided cover for plumbing and heating. Any reference to UKI includes its agents. ... (6 pages)View decision -
Decision Reference DRN-5644486
30 Jun 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5644486 The complaint Miss O complains that she was mis-sold her HomeCare policy by British Gas Insurance Limited as in September 2024 she was told her BoilerMate cylinder couldn’t be repaired as the parts needed weren’t available. So she required a new boiler and had to take out fi... (5 pages)View decision -
Decision Reference DRN-5401583
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5401583 The complaint T- a limited company, complains about the decline of their commercial property insurance claim by AXA Insurance UK Plc (‘AXA’). As AXA are responsible for the actions of their appointed agents, any reference to AXA in my decision should also be interpreted as c... (5 pages)View decision -
Decision Reference DRN9423466
15 Apr 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the way in which U K Insurance Limited (UKI) has handled his claim following his boiler being declared beyond economic repair.References to UKI include its agents and contractors.backgroundMr W has a policy with UKI which included home emergency cover.In February 2019 ... (4 pages)View decision -
Decision Reference DRN-4713360
24 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4713360 The complaint Mr P complains that British Gas Insurance Limited has unfairly refused to replace his boiler under his HomeCare insurance policy. What happened Mr P tells us that he’s reported issues with his boiler to British Gas since March 2020. As they’ve been unable to repai... (3 pages)View decision -
Decision Reference DRN7818655
23 Sep 2014 A Shade Greener (Boilers) Llp UpheldBanking and creditMr C has complained that A Shade Greener (Boilers) LLP has not installed his new boiler to a suitable standard. He has paid for the boiler and installation under a conditional sale agreement.backgroundMr C entered into a conditional sale agreement in December 2013 for a new boiler and its ... (2 pages)View decision -
Decision Reference DRN-3003410
18 Nov 2021 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3003410 The complaint Mr M complains about Royal & Sun Alliance Insurance Plc, trading as RSA (“RSA”) for its failure to resolve issues of pressure loss from his boiler, and its decision not to provide him with a new boiler. He wants RSA to reimburse him for a new boiler. What happ... (3 pages)View decision -
Decision Reference DRN7664671
5 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M’s complaint is about the service provided by British Gas Insurance Limited followinga claim under their central heating insurance policy. Miss M has been represented during thecomplaint by Mr S.backgroundI issued a provisional decision on this matter in November 2019, part of which ... (10 pages)View decision -
Decision Reference DRN-4660909
13 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4660909 The complaint Mr N and Mrs P complained that Amtrust Europe Limited (“Amtrust”) failed in repairing their boiler under a home emergency policy and their poor judgement led to Mr N and Mrs P incurring unnecessary charges. What happened Mr N and Mrs P made a claim when their boil... (3 pages)View decision -
Decision Reference DRN-2666859
27 May 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2666859 The complaint Mrs S complains that Great Lakes Insurance SE (GL), carried out a poor standard of customer service and damaged her boiler under her home emergency policy. What happened In 2019, Mrs S took out a home emergency policy that covered her amongst other things, for an ... (3 pages)View decision