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 DRN7997621
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T says British Gas Insurance Limited didn’t carry out annual services on her boiler, told her she needed to replace the boiler and didn’t do a repair sooner. The background to Mrs T’s complaint and my provisional findings were set out in my provisional decision ... (3 pages)View decision -
Decision Reference DRN1923311
7 Jul 2017 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr R is complaining that Homeserve Membership Limited (Homeserve) mis-sold him a home emergency policy.backgroundIn 2004 Mr R took out an annual Homeserve policy, which among other things, was intended to cover any repairs needed to his boiler. The policy then automatically ... (3 pages)View decision -
Decision Reference DRN8770765
10 Mar 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained about U K Insurance Limited (“UKI”) refusing to make any payment for his boiler under his home emergency cover and its poor service.backgroundMr H had home insurance which covered home emergencies. He said that when his boiler leaked he phoned UKI. ... (3 pages)View decision -
Decision Reference DRN-3168763
18 Nov 2021 AWP P&C SA UpheldInsuranceDRN-3168763 The complaint Ms K is unhappy with the service provided by AWP P&C SA following a claim under her home emergency cover. What happened In March 2020 Ms K contacted AWP because she was having problems with her boiler not heating. AWP arranged for an engineer to attend to the... (3 pages)View decision -
Decision Reference DRN8381648
17 Apr 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms D is complaining that Aviva Insurance Limited (Aviva) hasn’t covered a claim she made on her home emergency insurance policy for the breakdown of her boiler. background Ms D’s boiler broke down, so she asked Aviva to arrange for an engineer to fix it under her h... (3 pages)View decision -
Decision Reference DRN-5957330
20 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957330 The complaint Mr A complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) didn’t allow him to reject a boiler financed through a loan, which he says is faulty. What happened The background to this complaint is well known to both parties, so I w... (5 pages)View decision -
Decision Reference DRN-2414831
26 Jan 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2414831 The complaint Mrs H complains that Amtrust Europe Limited (Amtrust) declined a claim for damage caused by a leak from her boiler and provided poor service under her home emergency policy. What happened Mrs H had her boiler serviced, but it broke down a few weeks later. Amtrust ... (3 pages)View decision -
Decision Reference DRN-4330944
5 Sep 2023 British Gas Insurance Limited UpheldInsuranceDRN-4330944 The complaint Mr H complains about British Gas Insurance Limited (“BGI”) and the service they provided after they attended his property to complete an annual service as part of the Homecare policy he held. What happened Mr H held a Homecare insurance policy, underwritten by BGI... (4 pages)View decision -
Decision Reference DRN-4534246
20 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4534246 The complaint Dr V’s complaint is about the handling of a claim under her plumbing and drainage insurance policy with Aviva Insurance Limited. What happened Dr V says Aviva took an excessive time to repair a broken pipe in her property and also caused damage to her boiler which... (6 pages)View decision -
Decision Reference DRN-2335840
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2335840 The complaint Mr O complains that he was mis-sold an insurance policy for his boiler and central heating system by British Gas Services Limited (‘BGS’). What happened Mr O had a HomeCare Two policy with BGS which he’d renewed for a couple of years and previously made a claim on... (3 pages)View decision