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 DRN2079953
25 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited refused to repair his boiler when he made a claim. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows:“backgroundMr C had a HomeCare Care agree... (2 pages)View decision -
Decision Reference DRN-4023553
25 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4023553 The complaint Mr and Mrs L complain about UK Insurance Limited’s (UKI) poor service, following a claim under their home insurance policy. What happened Mr and Mrs L’s boiler developed a leak, they contacted UKI to make a claim. UKI sent several engineers, who Mr and Mrs L expla... (3 pages)View decision -
Decision Reference DRN-2888909
22 Jun 2021 British Gas Services Limited UpheldInsuranceDRN-2888909 The complaint Mr P’s unhappy British Gas Services Limited cancelled his homecare policy after advising him they were unable to cover his boiler. What happened In April 2019, Mr P contacted British Gas after his tenants reported a timer issue on the boiler in a property he rente... (4 pages)View decision -
Decision Reference DRN-4006453
28 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4006453 The complaint Miss B complains about Aviva Insurance Limited’s proposed settlement of a claim she made on a home emergency insurance policy. What happened Miss B holds home emergency insurance with Aviva. When her boiler broke down, she made a claim on the policy. Aviva’s engin... (3 pages)View decision -
Decision Reference DRN3269296
13 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy. background Mr and Mrs B have arranged home emergency insurance policies with British Gas each year since 2004. The policy provides cov... (3 pages)View decision -
Decision Reference DRN-5071660
4 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5071660 The complaint Mr C has complained about the service he received from Aviva Insurance Limited (Aviva) under a home emergency policy. What happened An Aviva engineer visited Mr C’s home and carried out a boiler service. A couple of months later, Mr C arranged for his own engi... (4 pages)View decision -
Decision Reference DRN0548027
25 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited gave her incorrect information about her boiler warranty. backgroundMiss C says when a British Gas salesman gave her a quote for a new boiler he told her it was a good time to change the boiler as the warranty had ... (2 pages)View decision -
Decision Reference DRN-3029739
21 Sep 2021 British Gas Services Limited Not upheldInsuranceDRN-3029739 The complaint Ms P complains about the service she received from British Gas Services Limited when trying to arrange a boiler repair. What happened Ms P holds an insurance policy with British Gas that provides cover for her boiler and its controls, her central heating, and inc... (4 pages)View decision -
Decision Reference DRN5976022
10 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain about experiencing problems with their boiler after British Gas Insurance Limited replaced and repaired it.backgroundMr and Mrs H’s boiler was replaced in 2009 under their Home Care policy with British Gas. They said they regularly experienced problems with the boiler... (3 pages)View decision -
Decision Reference DRN-2961840
20 Aug 2021 Amtrust Europe Limited UpheldInsuranceDRN-2961840 The complaint Mrs L's complaint is about the handling of a claim under a central heating insurance policy. Amtrust Europe Limited use agents to deal with claims and complaints on its behalf and so any reference to Amtrust in this decision should be read as including those ... (4 pages)View decision