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-3364279
11 Mar 2022 British Gas Services Limited UpheldInsuranceDRN-3364279 The complaint Mr B on behalf of Mrs B has complained about British Gas services Limited. He is unhappy with the way it deal with a service it carried out and that it won’t meet the costs to replace Mrs B’s boiler. What happened Mrs B bought a boiler through British Gas in Febru... (3 pages)View decision -
Decision Reference DRN8659193
20 Jun 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that Aviva Insurance Limited mishandled the claim he made under his Landlord Combined Cover insurance policy when the boiler at the property he lets to tenants broke down.background The boiler broke down shortly before Christmas, leaving the tenants w... (3 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 DRN-4493257
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4493257 The complaint Mr B has complained about the cover British Gas Insurance Limited (British Gas) offered under a home emergency policy after boiler parts became obsolete. Mr B is represented by Mrs D, who I will also refer to in my decision. What happened Mr B had a HomeCare polic... (3 pages)View decision -
Decision Reference DRN4120179
21 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T is unhappy with the level of service he has received from British Gas Insurance Limited, in relation to claims made under his boiler cover insurance policy and kitchen appliance insurance policy.background In March 2013, Mr T contacted British Gas regarding a fault ... (3 pages)View decision -
Decision Reference DRN-2435572
27 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2435572 The complaint X and Mr S have complained that they received conflicting advice from British Gas Insurance Limited (BG) about the safety of the boiler in their rental property and were rushed into replacing it. What happened The background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-4520323
20 Dec 2023 Aviva Insurance Limited UpheldInsuranceDRN-4520323 The complaint Mrs B complains about Aviva Insurance Limited’s handling of boiler health checks under her HomeServe policy. What happened Mrs B holds a HomeServe policy with Aviva. An engineer carried out a health check of Mrs B’s boiler in January 2023, and found a number of is... (3 pages)View decision -
Decision Reference DRN-3235514
2 Feb 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3235514 The complaint Mr S complains about the service provided by Royal & Sun Alliance Insurance Limited (RSA) when he made a claim on his home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision -
Decision Reference DRN3229765
30 Dec 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr O complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy.backgroundMr O had a policy that covered repairs to his central heating boiler unless the boiler was beyond economic repair (“BER”) – when Aviva would pay £200.00 towar... (2 pages)View decision -
Decision Reference DRN-3157806
9 Dec 2021 British Gas Services Limited UpheldInsuranceDRN-3157806 The complaint Mr B and Mr C complain about British Gas Services Limited (“British Gas”) for failing to carry out annual services under their heating and appliance insurance. They think that this led to the boiler failing and needing to be replaced. They want British Gas to reim... (5 pages)View decision