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-5175771
13 Dec 2024 Covea Insurance plc UpheldInsuranceDRN-5175771 The complaint Ms B has complained about her holiday home insurer Covea Insurance plc because it has declined her claim for her boiler which was found to be damaged after a night of unusually low, below freezing temperatures where pipes had burst. What happened In January 20... (3 pages)View decision -
Decision Reference DRN-2273254
4 Nov 2020 U K Insurance Limited Not upheldInsuranceDRN-2273254 The complaint Mr A and Mrs H are unhappy about how UK Insurance Limited (UKI) dealt with their claim under their home emergency policy when their boiler stopped working. What happened Mr A and Mrs H’s boiler stopped working. So, they contacted UKI to arrange for an engineer to ... (3 pages)View decision -
Decision Reference DRN2271172
1 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited won’t reimburse him for the cost of replacing his boiler. He says that a leak which led to his boiler being condemned wasn’t spotted during the annual services carried out under his HomeCare policy.backgroundMr B has a... (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 DRN-4713360
24 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4713360 The complaint Mr P complains that British Gas Insurance Limited has unfairly refused to replace his boiler under his HomeCare insurance policy. What happened Mr P tells us that he’s reported issues with his boiler to British Gas since March 2020. As they’ve been unable to repai... (3 pages)View decision -
Decision Reference DRN-2698704
7 Apr 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2698704 The complaint Mr and Mrs L complain about how Aviva Insurance Limited handled a claim on their home emergency policy. Both Mr and Mrs L are named policyholders on their Aviva policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the ... (2 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 -
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 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 DRN2847018
25 Aug 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited (“British Gas”) gave poor service under a landlord’s home care insurance policy.backgroundMrs C bought a small studio flat heated by a gas boiler which was about 16 years old. She took out a policy with British Gas – wh... (2 pages)View decision