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 DRN6096149
12 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I complains about British Gas Insurance Limited (I’ll refer to as BG) – she says that BG failed to carry out an annual service over several years and as a result the boiler needs to be replaced. She thinks BG has failed to comply with the terms of her HomeCare 200 policy.Mrs I is repre... (3 pages)View decision -
Decision Reference DRN-5642419
23 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5642419 The complaint Mr H and Mrs M have complained about the service they received from Inter Partner Assistance SA (’IPA’) under their home emergency policy when their boiler broke down. For the avoidance of doubt, the term ‘IPA’ includes IPA’s agents and representatives for the ... (8 pages)View decision -
Decision Reference DRN2729162
1 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Messrs D have bought a complaint about the handling of a central heating insurance policy with British Gas Insurance Limited. The complaint has been brought in joint names but for ease of reading, I will refer to Mr D throughout. backgroundI issued a provisional decis... (4 pages)View decision -
Decision Reference DRN2158812
30 Apr 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms F complains that Inter Partner Assistance SA (“IPA”) will not meet a claim she made under her home emergency insurance policy after a fault arose on her central heating boiler.backgroundIn September 2014, Ms F’s boiler came on and then overheated. The radiato... (2 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 DRN-2431582
14 Dec 2020 Aviva Insurance Limited UpheldInsuranceDRN-2431582 The complaint Mr F complains about the way Aviva Insurance Limited has handled claims he made on his home emergency insurance policy. What happened In August 2019, Aviva replaced Mr F’s boiler under its policy cover for boilers which were beyond economic repair. Around a month ... (4 pages)View decision -
Decision Reference DRN-4495555
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4495555 The complaint The estate (Miss H) complains that British Gas Services Limited (BGSL) mis-sold central heating cover (CHC policy) to Ms H at every renewal from 2015 to 2022. Following the unfortunate passing of Ms H in November 2022, the benefit of the CHC policy was passed to M... (4 pages)View decision -
Decision Reference DRN-3357170
16 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3357170 The complaint Mrs S and Mr S complain about British Gas Services Limited trading as British Gas (BGS) and service they received under their home insurance policy. What happened Mrs S and Mr S held a home insurance policy provided by BGS. As part of this policy, BGS serviced Mrs... (4 pages)View decision -
Decision Reference DRN1056915
10 Jan 2020 Shawbrook Bank Limited UpheldBanking and creditComplaintMr M complains that the boiler he paid for through a fixed sum loan agreement with Shawbrook Bank Limited wasn’t fitted with reasonable care and skill. He wants compensation for the damage caused to his house and the distress and inconvenience he has experienced.BackgroundMr M ent... (4 pages)View decision -
Decision Reference DRN-6182012
10 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6182012 The complaint Mr A complains that Aviva Insurance Limited (“Aviva”) declared his boiler to be beyond economical repair and told him parts required for the repair were obsolete, under his home emergency insurance policy. What happened Mr A had home emergency cover with Aviva... (3 pages)View decision