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-2941025
7 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2941025 The complaint Mr B is unhappy that British Gas won’t cover the cost of a replacement boiler under his HomeCare policy. What happened Mr B took out an upgraded HomeCare policy with British Gas in November 2020. Prior to this he held a policy with British Gas that was provided to... (3 pages)View decision -
Decision Reference DRN-3158728
15 Nov 2021 British Gas Services Limited UpheldInsuranceDRN-3158728 The complaint Mr and Mrs S complain about British Gas Services Limited (British Gas) under their home emergency policy, which also included an annual service of their boiler. Their complaint is that British Gas didn’t service the boiler, or resolve a temperature control problem... (3 pages)View decision -
Decision Reference DRN-1540527
8 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1540527 The complaint Mrs S complains that British Gas Insurance Limited (BG) is responsible for damage caused to her boiler - during an annual service carried out under her home emergency insurance policy. What happened In September 2019, BG carried out an annual service of Mrs S’ boi... (3 pages)View decision -
Decision Reference DRN-2826214
19 May 2021 Aviva Insurance Limited UpheldInsuranceDRN-2826214 The complaint Mrs R complains that Aviva Insurance Limited (“Aviva”) failed to condemn her unsafe boiler when an engineer acting on Aviva’s behalf inspected it. She wants Aviva to recognise its failing and to acknowledge the worry caused to her and her family. What happened Mrs... (3 pages)View decision -
Decision Reference DRN0866663
8 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L had a home emergency insurance policy with British Gas Insurance Limited (“BGI”). She complains that in the course of servicing her central heating boiler under the policy, its engineer caused the boiler chassis to crack. As a result the boiler was condemned an... (2 pages)View decision -
Decision Reference DRN9450164
8 Oct 2020 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mr T complained about Domestic and General Insurance Plc’s (D&G) handling of a claim under his boiler protection insurance policy. background In March 2019 Mr T’s boiler broke down and he contacted D&G, who sent an engineer to inspect it. The engineer provided a report and said tha... (3 pages)View decision -
Decision Reference DRN-3020762
9 Nov 2021 Allianz Global Assistance UpheldInsuranceDRN-3020762 The complaint Mr D and Mrs D complain that Allianz Global Assistance carried out defective repairs when responding to a claim they made under their home emergency policy. I will refer to Mr D for ease of reading in my decision. What happened In December 2020 Mr D’s boiler stopp... (4 pages)View decision -
Decision Reference DRN-5849668
29 Jan 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-5849668 The complaint Mrs D complains that Evolution Insurance Company Limited (EIC) haven’t fairly handled her claim under her home emergency policy. What happened The details of what happened are well known to both parties. I will just summarise them here. • Mrs D had home emergen... (2 pages)View decision -
Decision Reference DRN6372394
1 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains that when he made a claim on his home emergency policy, British Gas Services Limited failed to repair his boiler.background Mr B made a claim on his home emergency policy when his boiler stopped working. British Gas arranged for an engineer to visit. H... (3 pages)View decision -
Decision Reference DRN-3363846
18 May 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3363846 The complaint Mr C complains about Inter Partner Assistance SA (“IPA”) regarding its advice about his boiler. He wants IPA to reimburse him for the replacement boiler he bought which he believes was unnecessary. What happened Mr C held home insurance with IPA. This included hom... (3 pages)View decision