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 DRN-3588218
2 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588218 The complaint Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include engineers and others insofar as ... (4 pages)View decision -
Decision Reference DRN-5663830
11 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5663830 The complaint Mr C is unhappy that British Gas Insurance Limited condemned his boiler after he made a claim under his home emergency insurance policy. What happened Mr C had a policy with British Gas that provided (amongst other things) breakdown cover for his boiler. On 9 ... (2 pages)View decision -
Decision Reference DRN-1178216
23 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1178216 The complaintMr and Mrs W complain that British Gas Insurance Limited (British Gas) has been wrongly charging them premiums for a home emergency policy. They say, as parts for their boiler have been obsolete for several years, British Gas shouldn’t have been collecting monthly ... (3 pages)View decision -
Decision Reference DRN-4079376
7 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4079376 The complaint Mr M complains about the service he received from Aviva Insurance Limited after his boiler broke. What happened Mr M held boiler cover, which is underwritten by Aviva. The policy that is relevant to this complaint commenced on 25 February 2022 although Mr M had he... (3 pages)View decision -
Decision Reference DRN-2262350
15 Oct 2020 British Gas Services Limited UpheldInsuranceDRN-2262350 The complaint Ms S is unhappy that British Gas Services Limited didn’t properly advise her about the condition of her boiler under her home emergency policy. What happened Ms S had a HomeCare policy with British Gas, which included an annual service. British Gas serviced the bo... (3 pages)View decision -
Decision Reference DRN2323677
26 Mar 2014 British Gas Services Limited UpheldBanking and creditMr E complains that he was misled into purchasing a new boiler. The boiler was purchased using a fixed sum loan with British Gas Services Limited (‘British Gas’). Mr E brings his complaint under section 75 of the Consumer Credit Act 1974.backgroundMr E says that a gas engineer visited h... (2 pages)View decision -
Decision Reference DRN-2902388
5 Aug 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2902388 The complaint Miss P complains that Great Lakes Insurance SE treated her unfairly when she made a claim for a faulty boiler on her home emergency policy. Reference to Great Lakes includes its agents. What happened Miss P had home emergency insurance with Great Lakes, which cove... (3 pages)View decision -
Decision Reference DRN1301130
10 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs W had a home emergency insurance policy with British Gas Services Limited (British Gas) from 2001 until her boiler was replaced in 2015. She complains that: during that time, at each annual service British Gas wrongly classified her boiler flue as “Not to Current ... (3 pages)View decision -
Decision Reference DRN7819857
18 Jul 2019 Hitachi Capital (UK) Plc UpheldBanking and creditMiss M is unhappy with a boiler she purchased using a loan provided by Hitachi Capital (UK) Plc. She has been represented throughout this complaint but for simplicity’s sake, I’ve only referred to Miss M throughout this decision.backgroundIn February 2018, Miss M took out a loan with Hitac... (4 pages)View decision -
Decision Reference DRN-2417750
18 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2417750 The complaint Mr E has complained that British Gas Insurance Limited (BG) won’t repair his boiler and declare it safe because there is corrosion present. I’ve previously issued a provisional decision in relation to this complaint and received further submissions from Mr E to wh... (3 pages)View decision