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-3918312
26 Jan 2023 British Gas Services Limited Not upheldInsuranceDRN-3918312 The complaint Miss B complains British Gas Services Limited (British Gas) mis-sold her central heating breakdown policies. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my decision. Miss B... (2 pages)View decision -
Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision -
Decision Reference DRN-2811040
11 May 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2811040 The complaint Mr and Mrs H complain about the service provided by Inter Partner Assistance SA (IPA) when they made a claim on their home assistance insurance policy. References to IPA include its agents. What happened In April 2020, Mr H contacted IPA to make a claim on his hom... (6 pages)View decision -
Decision Reference DRN7206829
9 Aug 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr M says that Society of Lloyd’s mishandled a claim under his home emergency policy.backgroundIn November 2015 Mr M took out a home emergency policy with Lloyd’s. In December 2015 an engineer attended Mr M’s home to conduct an initial service of the boiler.When ... (2 pages)View decision -
Decision Reference DRN8614761
15 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Acromas Insurance Company Limited gave poor service under a home emergency insurance policy.backgroundMr R says his wife is disabled. Mr R says his central heating boiler was about eight years old. He had a policy branded with the name of an insu... (3 pages)View decision -
Decision Reference DRN-3075019
14 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3075019 The complaint Mrs F has complained about how Royal & Sun Alliance Insurance Plc (RSA) dealt with a claim under her home emergency policy. I’m aware that Mrs F is represented in this case, but for ease, I will only refer to Mrs F, who is the policyholder. What happened Mrs F... (2 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision -
Decision Reference DRN9051394
17 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy following a claim he made on his Gas Boiler Breakdown Cover policy with Aviva Insurance Limited.backgroundIn late November Mr H noticed he had a leak from his boiler and called Aviva to make a claim on his policy. It arranged for an engineer to atte... (2 pages)View decision -
Decision Reference DRN-3863393
9 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3863393 The complaint Mrs B has complained about British Gas Insurance Limited’s incorrect decision to condemn her boiler following a service which led her to purchase a replacement boiler unnecessarily. What happened Mrs B held a Homecare Agreement with British Gas. Part of the agreem... (2 pages)View decision