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 DRN7464039
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W through their representative Mr D complain that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with a service under a home emergency policy. They want a refund of all premiums paid with interest and compensation.backgroundMr and Mrs W had a home eme... (5 pages)View decision -
Decision Reference DRN-3484723
21 Jun 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3484723 The complaint Mr W is unhappy with how A Shade Greener (Boilers) LLP (ASG) carried out its obligations to maintain a boiler it supplied to him under a conditional sale agreement. What happened In 2013, Mr W entered into a regulated conditional sale agreement with ASG for the su... (4 pages)View decision -
Decision Reference DRN-5734888
30 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5734888 The complaint Mrs A and Mr A complain about British Gas Insurance Limited (“British Gas”) for issues surrounding the installation and subsequent repair of their boiler. They want British Gas to replace their boiler with a new boiler. What happened Mrs A and Mr A purchased a ... (3 pages)View decision -
Decision Reference DRN-4096541
8 Jun 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4096541 The complaint Mr J has complained about how Evolution Insurance Company Limited (Evolution) under a home emergency policy. What happened Mr J contacted Evolution to send an engineer to deal with a fault with his boiler. The engineer found that a part needed to be replaced. He r... (3 pages)View decision -
Decision Reference DRN7983432
21 Aug 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Ms R complains that Inter Partner Assistance SA (“IPA”) did not reimburse the cost of her replacement boiler after its engineer attended after a call for assistance under her home emergency insurance policy. Ms R also complains that the engineer left the boiler with a gas leak. backgr... (2 pages)View decision -
Decision Reference DRN2096650
8 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited (“BGI”) wouldn’t pay for a replacement central heating boiler after he called on BGI under his home emergency insurance policy, its engineer damaged his existing boiler, and it couldn’t be repaired.backgroundI issued a provisional decision ... (4 pages)View decision -
Decision Reference DRN-3751020
8 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3751020 The complaint Mr P complains that British Gas Insurance Limited (BG) didn’t provide a full service of his boiler under his home emergency policy. He said this led to him needing to replace his boiler. What happened Mr P held a home emergency policy with BG from March 2021 to Ma... (3 pages)View decision -
Decision Reference DRN5794686
6 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to BG about a number of aspects of the service he’d received from it.BG acknowledged the service Mr B received hadn’t been ... (2 pages)View decision -
Decision Reference DRN7284142
29 Mar 2018 SSE Home Services Limited Not upheldInsurance (excluding PPI)Mr Z’s complaint concerns his boiler cover with SSE Home Services Limited.background Mr Z took out the policy with SSE in 2013 to cover the boiler in a property he rents out. The boiler was inspected in November 2013 and during each annual service since. Mr Z made ... (4 pages)View decision -
Decision Reference DRN-3339511
1 Mar 2022 Amtrust Europe Limited Not upheldInsuranceDRN-3339511 The complaint Ms N complains that AmTrust Europe Limited is responsible for mishandling a claim on her central heating insurance policy. Where I refer to AmTrust, I include contractors, engineers and others insofar as I hold AmTrust responsible for their acts or omissions. What... (4 pages)View decision