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
-
Decision Reference DRN2255238
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited won’t pay his claim for replacement of his boiler under his HomeCare Insurance policy.backgroundIn October 2017 a British Gas engineer attended Mr M’s let property to carry out a landlord safety check. The following da... (2 pages)View decision -
Decision Reference DRN0115941
28 Sep 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G has complained that British Gas Insurance Limited failed to complete an annual boiler service for a number of years. This resulted in her boiler breaking down and having to be replaced. backgroundI issued a provisional decision earlier this month. An extract from... (3 pages)View decision -
Decision Reference DRN3520519
23 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains British Gas Insurance Limited won’t pay for repairs to her boiler.background Miss L has a policy for her boiler with British Gas. This policy covers a service for her boiler each year; and claims for repairs to her boiler. Towards the end of 2018, Miss L’s boiler still had... (2 pages)View decision -
Decision Reference DRN5223817
28 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained about the way British Gas Insurance Limited (British Gas) handled a claim on his home emergency insurance policy.backgroundMr C said he has been a British Gas customer for years so when he moved to a new property he decided to take out another ho... (3 pages)View decision -
Decision Reference DRN-3227983
18 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3227983 The complaint Mrs M complains that British Gas Insurance Limited (BG) has failed to repair or replace her boiler under her home emergency policy despite multiple visits. She wants BG to replace the boiler. What happened Mrs M has been represented by her husband but for conviven... (3 pages)View decision -
Decision Reference DRN8770765
10 Mar 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained about U K Insurance Limited (“UKI”) refusing to make any payment for his boiler under his home emergency cover and its poor service.backgroundMr H had home insurance which covered home emergencies. He said that when his boiler leaked he phoned UKI. ... (3 pages)View decision -
Decision Reference DRN-3696315
12 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3696315 The complaint Mrs X complains (also on behalf of her late husband Mr H) that AWP P&C SA mishandled a claim on a home emergency insurance policy. Where I refer to AWP, I refer to the above-named company and I include engineers and others insofar as I hold AWP responsible for... (4 pages)View decision -
Decision Reference DRN6504326
8 Feb 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains because Royal & Sun Alliance Insurance Plc (‘RSA’) hasn’t paid a contribution towards the cost of a new boiler. backgroundMr B holds a home emergency insurance policy, underwritten by RSA.In October 2015, Mr B’s boiler broke down. Mr B says the boi... (3 pages)View decision -
Decision Reference DRN7825691
26 Jun 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs D complains about how the Society of Lloyd’s (Lloyd’s) has dealt with claims she’s made under her home cover insurance policy. References to Lloyd’s in this decision include its agents.backgroundMrs D had an insurance policy, underwritten by Lloyd’s, to cover pro... (2 pages)View decision -
Decision Reference DRN0633424
5 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains about British Gas Insurance Limited’s handling of her insurance claim relating to a fault with her boiler. The circumstances and background to this complaint were set out in my provisional decision in November 2013, as follows:“backgroundMrs J held an insurance policy, un... (5 pages)View decision