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 DRN4744098
2 Jun 2016 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mrs A complains that Acromas Insurance Company Limited has mishandled a claim under a home emergency insurance policy.backgroundMrs A has a home emergency policy with Acromas to cover her boiler and central heating system. In January 2016 Mrs A reported that her boiler... (2 pages)View decision -
Decision Reference DRN-4322708
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4322708 The complaint Mr K complains that British Gas Insurance Limited (British Gas) failed to repair his boiler in accordance with the terms of his home emergency insurance policy. What happened Mr K had had home emergency policies with British Gas for a number of years. The policy t... (4 pages)View decision -
Decision Reference DRN-4377442
6 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4377442 The complaint Mr J has complained that British Gas Insurance Limited (British Gas) charged for a boiler service following the expiry of a home emergency policy. What happened Mr J had a home emergency policy with British Gas. He decided not to renew the policy. Mr J booked a bo... (2 pages)View decision -
Decision Reference DRN-5754244
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5754244 The complaint Mr S complains about how Aviva Insurance Limited (Aviva) said it would settle a claim made under his HomeServe plan. Any references to Aviva include its agents. What happened Mr S took out his HomeServe plan, which is underwritten by Aviva, in February 2025. ... (2 pages)View decision -
Decision Reference DRN-4099522
13 Jun 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4099522 The complaint Mr O has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler care policy. What happened Mr O contacted D&G when he found a fault with his boiler. D&G sent an engineer, who had to order a part and then retur... (2 pages)View decision -
Decision Reference DRN-2841575
3 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2841575 The complaint Ms S is unhappy about the service she received from British Gas Insurance Limited (BG) under her home emergency policy. What happened Ms S experienced problems with her boiler and contacted BG to book an engineer visit. Ms S said that she found it difficult to sec... (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-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 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 DRN7775260
16 Jan 2018 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains that Domestic & General Insurance Plc (D&G) gave him poor service under his central heating boiler insurance policy.backgroundA well-known boiler manufacturer made Mr R’s boiler about twenty years ago. And a local tradesman installed it. The trade... (2 pages)View decision