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-3661060
29 Sep 2022 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3661060 The complaint Mr M complains about the repairs Admiral Insurance (Gibraltar) Limited carried out on his boiler following a claim on his home insurance policy. References to Admiral in this decision include the agents who carried out the repairs. What happened Mr M had a home in... (3 pages)View decision -
Decision Reference DRN-3988731
14 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3988731 The complaint Mr H and Mrs H have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. What happened Mr H and Mrs H contacted Admiral to send an engineer to repair their boiler. An engineer visited, bypassed th... (3 pages)View decision -
Decision Reference DRN4559653
9 Mar 2020 Green Hut Energy Ltd UpheldBanking and creditComplaintMr K has complained that he was mis-sold a fixed sum loan by Green Hut Energy Ltd. The loan was provided under the Green Deal scheme to finance the installation of a boiler in his home. BackgroundMr K has said that he is disabled and is on a fixed income. In 2017, he was consideri... (6 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN7848679
3 May 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance SA (‘IPA’) incorrectly diagnosed a fault with his boiler.backgroundMr S has a home insurance policy with a well know provider. He also has home emergency cover included, provided by IPA.In May 2018, Mr S’s boiler stopped ... (2 pages)View decision -
Decision Reference DRN-1925165
13 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-1925165 The complaint Mrs B is unhappy because she had a new boiler installed following advice from British Gas Insurance Limited (BG) but she doesn’t think the new boiler was necessary. What happened Mrs B had a Homecare Two policy covering her central heating and boiler. The policy i... (4 pages)View decision -
Decision Reference DRN-3726866
26 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726866 The complaint X is unhappy with the way British Gas Insurance Limited (British Gas) has dealt with his home care policy. What happened X had a home care policy with British Gas which included boiler care. e complained to British Gas about an incorrect email on his account and t... (4 pages)View decision -
Decision Reference DRN8673139
5 Sep 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs P complain that Inter Partner Assistance S.A. gave poor service under their home emergency insurance.backgroundMr and Mrs P called their insurer for help with their central heating boiler. They complained about the response.Our investigator recommended that ... (2 pages)View decision -
Decision Reference DRN-3734451
4 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3734451 The complaint Mr and Mrs F complain about British Gas Insurance Limited (BG) who carried out work on their boiler, which was unsuccessful, following a claim under their home emergency policy. What happened Mr and Mrs F contacted BG as there were error codes that were displaying... (3 pages)View decision