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-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision -
Decision Reference DRN-5125169
25 Nov 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5125169 The complaint Mr D and Mrs D have complained about how DAS Legal Expenses Insurance Company Limited (DAS) dealt with a claim under a home emergency policy. What happened Mr D and Mrs D contacted DAS when they found a leak coming from their boiler. DAS sent an engineer, who ... (3 pages)View decision -
Decision Reference DRN-2911037
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911037 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 pages)View decision -
Decision Reference DRN-1678754
6 Jul 2020 U K Insurance Limited Not upheldInsuranceDRN-1678754 The complaintMr E is unhappy with the way U K Insurance Limited (UKI) dealt with his Landlord Emergency claim and its refusal to pay towards a new boiler. What happenedMr E had Landlord Insurance, including Landlord Emergency cover, with UKI. The claim relates to his tenanted ... (3 pages)View decision -
Decision Reference DRN3791162
23 Nov 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs P has complained that her claim for the cost of a replacement boiler was unfairly declined under an insurance policy. Her policy is provided by a syndicate atThe Society of Lloyd’s (“Lloyd’s”).backgroundMrs P took out a policy with Company A to service her boiler... (3 pages)View decision -
Decision Reference DRN-2352886
23 Apr 2021 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-2352886 The complaint Mr S complains that Ikano Bank AB (publ) won’t compensate him for the consequential losses that he’s incurred due to issues with a boiler that he paid for using a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Ikano Bank ... (3 pages)View decision -
Decision Reference DRN6725341
21 Mar 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that U K Insurance Limited (UKI) unfairly declined a claim he made under his home emergency cover, he’s unhappy with the level of service provided.backgroundMr T has service breakdown cover for home emergencies with UKI. In February 2018 Mr T’s boiler ... (2 pages)View decision -
Decision Reference DRN-3762243
19 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3762243 The complaint Mr K has complained that British Gas Insurance Limited (British Gas) broke his boiler when it was carrying out work under his home emergency policy. What happened While Mr K’s boiler was being serviced, a water leak was found coming from the boiler. So, Mr K conta... (5 pages)View decision -
Decision Reference DRN3498276
27 Feb 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain about how Aviva Insurance Limited dealt with their home emergency claim. My references to Aviva include its agents.Mr and Mrs S are joint policyholders and complainants. As Mr S has corresponded with Aviva and us on their behalf for ease of ref... (3 pages)View decision -
Decision Reference DRN-3946399
16 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3946399 The complaint Miss M complains about the service she received when she made a claim under her HomeCare insurance policy with British Gas Insurance Limited (“British Gas”) What happened Miss M has HomeCare cover with British Gas and has done for a numb... (3 pages)View decision