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 DRN-1700413
19 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1700413 The complaint Mr C complains that British Gas Insurance Limited (BG) said his boiler couldn’t be repaired and that annual services weren’t carried out under his home emergency policy. What happened Mr C’s policy provided for emergency repairs to and an annual service of his boi... (4 pages)View decision -
Decision Reference DRN-1844487
20 May 2020 British Gas Services Limited UpheldInsuranceDRN-1844487The complaintMr N complained about the service provided by British Gas Services Limited (British Gas) under its Home Care insurance policy. What happened Mr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his boiler. In May 2019 a Brit... (3 pages)View decision -
Decision Reference DRN8804822
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about the service she received from British Gas Insurance Limited under her home care policy.backgroundMs C’s boiler was making a noise. So British Gas sent out an engineer to investigate. Ms C said the engineer advised that the boiler needed to be rep... (2 pages)View decision -
Decision Reference DRN5532382
30 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the standard of work carried out by British Gas Insurance Limited (BG) under a HomeCare Three Agreement. He says there was a lack of reasonable care and skill in the services provided. background There is a detailed background which I don’t intend to rehearse in full. ... (6 pages)View decision -
Decision Reference DRN8710064
11 Jun 2020 Hitachi Capital (UK) Plc UpheldBanking and creditMr F complains about the fitting of a boiler that he financed through an agreement with Hitachi Capital (UK) Plc (“Hitachi”).backgroundMr F signed a fixed sum loan agreement with Hitachi in December 2018 for a boiler to be supplied and fitted by a company I’ll call “F”. The total payable u... (4 pages)View decision -
Decision Reference DRN-5741151
17 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5741151 The complaint Mr C complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘home care’ policy. Mr C also complains about the policy sold to him. Much of Mr C’s dissatisfaction is related to the actions of agents acting on behal... (4 pages)View decision -
Decision Reference DRN7852097
1 Sep 2017 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr M complains that Society of Lloyd’s is responsible for poor service under a home assistance insurance policy.background Mr M has a boiler made by a well-known manufacturer and installed in 2007. In 2016 he called his insurer for help with his boiler. He complained ... (3 pages)View decision -
Decision Reference DRN-4831985
14 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4831985 The complaint Mr A is unhappy about the way Aviva Insurance Limited (Aviva) has handled a claim he made under his home emergency policy, regarding issues he was experiencing with his boiler and water heating system. What happened Mr A contacted Aviva in November 2023, about ... (3 pages)View decision -
Decision Reference DRN-3789487
17 Feb 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3789487 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) treated him unfairly when he claimed on his home emergency policy for boiler repairs. What happened Mr P’s boiler was assessed by an engineer due to a leak. They recommended what they thought wer... (2 pages)View decision -
Decision Reference DRN3169166
9 Dec 2015 UK General Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that UK General Insurance Limited (“UKG”) mishandled a claim he made under his home emergency insurance policy, with the result that he had to install a new central heating boiler.backgroundMr P owned a residential property which was rented to a tenant. In... (2 pages)View decision