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 DRN1536523
12 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain that British Gas Insurance Limited did not complete a repair to their boiler due to the required part being obsolete. backgroundMr and Mrs A hold a HomeCare policy, underwritten by British Gas Insurance Limited. Mr and Mrs A’s boiler was installed in 1982, making i... (2 pages)View decision -
Decision Reference DRN-4096541
8 Jun 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4096541 The complaint Mr J has complained about how Evolution Insurance Company Limited (Evolution) under a home emergency policy. What happened Mr J contacted Evolution to send an engineer to deal with a fault with his boiler. The engineer found that a part needed to be replaced. He r... (3 pages)View decision -
Decision Reference DRN-1758222
16 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1758222The complaintMrs W complains about the homecare cover provided by British Gas Insurance Limited. She says she replaced a boiler unnecessarily. What happenedMrs W was having problems with her boiler. When she made a claim under her British Gas homecare cover the engineer said her... (2 pages)View decision -
Decision Reference DRN6628139
22 Jun 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the work U K Insurance Limited (UKI) carried out under the home emergency cover of her home insurance policy.My references to UKI include its agents.background UKI’s engineer came to fix Mrs T’s boiler. The engineer said the problem was with the ... (3 pages)View decision -
Decision Reference DRN3638955
6 Feb 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr B is complaining about the amount he had to pay to install a replacement boiler Aviva Insurance Limited (Aviva) provided under his home emergency insurance policy. backgroundDuring the annual service in June 2018 Mr B’s boiler suffered further damage and Aviva’s engin... (3 pages)View decision -
Decision Reference DRN8184625
2 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr B complained that – because British Gas hadn't serviced his old one properly – he had to buy a new boiler.The adjudicator recommended that the c... (2 pages)View decision -
Decision Reference DRN-2252995
11 Dec 2020 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-2252995 The complaint Mr O and Mrs O are unhappy that Admiral Insurance (Gibraltar) Limited (Admiral) refused to cover the cost of a new boiler after its engineer caused irreparable damage. What happened Mr O and Mrs O had Platinum Home Insurance, including home emergency cover, with A... (3 pages)View decision -
Decision Reference DRN-3339511
1 Mar 2022 Amtrust Europe Limited Not upheldInsuranceDRN-3339511 The complaint Ms N complains that AmTrust Europe Limited is responsible for mishandling a claim on her central heating insurance policy. Where I refer to AmTrust, I include contractors, engineers and others insofar as I hold AmTrust responsible for their acts or omissions. What... (4 pages)View decision -
Decision Reference DRN-3986919
13 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3986919 The complaint Mrs L has complained about the way that British Gas Insurance Limited (‘British Gas’) handled issues with her boiler under her home care policy. What happened Mrs L complained to British Gas about her boiler which it had installed in 2005. She said there had been ... (4 pages)View decision -
Decision Reference DRN-2013496
17 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2013496 The complaint Mr H complains that Aviva Insurance Limited (Aviva) incorrectly deemed his boiler beyond economical repair and provided poor service, under his home emergency policy. What happened In December 2019, Mr H’s boiler broke down. Aviva was contacted who sent an enginee... (3 pages)View decision