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-3675575
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3675575 The complaint Mr D complains that British Gas Insurance Limited should have repaired his boiler under the home emergency policy he held with them. He says failure to do so resulted in him replacing the boiler and incurring significant extra costs. What happened The details of t... (2 pages)View decision -
Decision Reference DRN8372508
24 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (BG) has contributed to the premature failure of his boiler.backgroundMr B had a Home Emergency policy with BG for a number of years that covered a rental property. When Mr B had an annual gas safety check done on his ... (3 pages)View decision -
Decision Reference DRN4838286
19 Mar 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (RSA) unfairly declined a claim he made under his caravan insurance policy.backgroundMr S owns a holiday caravan, which he has protected by an insurance policy underwritten by RSA. In mid-2017, Mr S’s grandd... (3 pages)View decision -
Decision Reference DRN2752119
18 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr B complains about the way British Gas Services Limited (British Gas) responded when his central heating boiler broke down and he called on British Gas for assistance under his home emergency policy.backgroundMr B’s central heating boiler was installed a number of years... (2 pages)View decision -
Decision Reference DRN-4656684
3 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4656684 The complaint Mr S complains that British Gas Insurance Limited has failed to adequately service his boiler each year under his HomeCare Insurance policy. What happened Since 2017, Mr S has paid for a HomeCare insurance policy with British Gas for a property he lets out. A bene... (2 pages)View decision -
Decision Reference DRN1198022
22 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about a Home Care Cover policy he has with British Gas Insurance Limited. He’s unhappy about the time and number of visits it took to fix the problems he was having with his boiler. backgroundOn 26 October 2016, Mr C made a claim to British Gas after ... (3 pages)View decision -
Decision Reference DRN0260146
27 Jun 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited wrongly diagnosed his boiler as beyond economic repair under his landlord home care insurance policy and that it took a premium after the policy was cancelled.My references to Aviva include its agents.backgroundIn January 2... (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 DRN0833164
23 Mar 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs P complains that the claim she made under her HomePlan insurance policy was handled poorly by Society of Lloyd’s. backgroundMrs P’s policy covered apparatus providing important services to and in her home, including the central heating system and boiler and the water... (2 pages)View decision -
Decision Reference DRN-5076727
4 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5076727 The complaint Mr M is unhappy with Aviva Insurance Limited’s (Aviva) handling of information given to him in relation to his boiler warranty. Any references to Aviva include their agents. What happened Mr M has a Homeserve policy for a boiler which was fitted in a property... (2 pages)View decision