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 DRN3445133
20 Apr 2021 A Shade Greener (Boilers) Llp UpheldBanking and creditMr and Mrs B complain about A Shade Greener (Boilers) LLP’s decision to treat their conditional sale agreement with it as terminated and demand a final payment. background I set out the background to Mr and Mrs B’s complaint in my first decision which was a provisional decision. But to hel... (4 pages)View decision -
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-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 DRN-2666859
27 May 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2666859 The complaint Mrs S complains that Great Lakes Insurance SE (GL), carried out a poor standard of customer service and damaged her boiler under her home emergency policy. What happened In 2019, Mrs S took out a home emergency policy that covered her amongst other things, for an ... (3 pages)View decision -
Decision Reference DRN7543947
23 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (BG) breached the conditions of his home emergency policy because it didn’t identify damage to his boiler. This has led to the boiler being condemned (declared unsafe) by another provider. All references to BG include ... (3 pages)View decision -
Decision Reference DRN-1850538
10 Dec 2020 Aviva Insurance Limited UpheldInsuranceDRN-1850538 The complaint Mrs B complains that Aviva Insurance Limited won’t pay the full replacement cost after her boiler was damaged during repairs carried out through a home emergency insurance policy. What happened Mrs B had a home emergency policy (‘homeserve’) underwritten by Aviva.... (4 pages)View decision -
Decision Reference DRN-2234855
24 Nov 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2234855 The complaint Mr M complains that Royal and Sun Alliance Insurance PLC (RSA) is responsible for damage caused to his boiler and that it incorrectly deemed it beyond economical repair, under his home emergency policy. Reference to RSA also includes its agents where applicable. W... (3 pages)View decision -
Decision Reference DRN-4756573
18 Jun 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4756573 The complaint Mrs R thinks Aviva Insurance Limited (“Aviva”) caused her to spend money unnecessarily on alternative heating due to poor workmanship by its engineer under her home insurance policy. What happened Aviva said Mrs R’s boiler was serviced in April 2023. The engineer ... (2 pages)View decision -
Decision Reference DRN-5473459
23 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5473459 The complaint Mr A complains about British Gas Insurance Limited (“British Gas”) for cancelling his policy at the first appointment, and for its engineer removing a part from his boiler. What happened Mr A is a landlord. In May 2024, he contacted British Gas to enquire about... (3 pages)View decision