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 DRN2777532
16 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains British Gas Insurance Limited didn’t complete a test that formed part of his annual boiler service. He says if the test had been completed, an issue would have been identified and saved him an expense.backgroundMr W is entitled to an annual boiler service under his British G... (2 pages)View decision -
Decision Reference DRN1534291
25 Feb 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F complains about Acromas Insurance Company Limited’s service under his home emergency policy.backgroundMr F took out a home emergency policy in February 2014. A term of the policy was that his boiler and central heating should be inspected within 42 days of taking ... (2 pages)View decision -
Decision Reference DRN6276061
24 May 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr K complains that AXA Insurance UK Plc unfairly declined a buildings insurance claim for damage to his boiler.backgroundIn November 2017, Mr K became aware of a problem with his boiler. An engineer looked at it and said the ball valve in the tank had seized. This wa... (2 pages)View decision -
Decision Reference DRN-4998020
18 Sep 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4998020 The complaint Mr B has complained about the way Alwyn Insurance Company Limited (Alwyn) handled a repair, following a claim he made under his home emergency insurance policy with them. What happened Mr B made a claim under his home emergency policy following what he said was... (3 pages)View decision -
Decision Reference DRN4041990
28 Apr 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs T complains that Acromas Insurance Company Limited incorrectly deemed her boiler as beyond economic repair and that she believes that this will prevent her from obtaining insurance in the future.backgroundMrs T contacted Acromas on 5 November 2012 as there was a leak coming from her... (2 pages)View decision -
Decision Reference DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 pages)View decision -
Decision Reference DRN7367593
22 Dec 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains about how British Gas Services Limited (BG) serviced his boiler under his home care policy and about the service it gave him.backgroundMr R’s original complaint to us was that he wasn’t happy with BG’s boiler annual service and how it dealt with his... (4 pages)View decision -
Decision Reference DRN-3278865
17 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3278865 The complaint Miss H complains that British Gas Insurance Limited failed to identify a problem with her boiler following a call out on her home emergency policy. What happened Miss H had a home emergency policy with British Gas. In November 2020 she made a claim after having pr... (2 pages)View decision -
Decision Reference DRN0752640
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains British Gas Insurance Limited didn’t complete an annual service on his boiler for a few years; and when it did, it didn’t identify a problem which led to a leak that damaged his boiler beyond economical repair. He also complains gas safety inspections weren’t completed, whic... (3 pages)View decision -
Decision Reference DRN1271456
8 Oct 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr E complains that Inter Partner Assistance SA (“IPA”) dealt with his home emergency claim unfairly and unreasonably. He wants matters put right.backgroundMr E had a home emergency policy with IPA, which covered repairs needed to his boiler (amongst other things). His boiler broke down. M... (2 pages)View decision