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-5273695
27 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5273695 The complaint Mrs T has complained about the way Evolution Insurance Company Limited (‘Evolution’) dealt with a claim she wanted to make on her home care policy after her boiler stopped working. Where I refer to Evolution, this includes the actions of its agents and claims ... (3 pages)View decision -
Decision Reference DRN5969693
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the insurance policy provided to him by British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in October 2017, part of which is copied below: “Mr L had cover for his central heating and boiler with British Gas. ... (4 pages)View decision -
Decision Reference DRN6189455
25 Oct 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from Aviva Insurance Limited under his home emergency insurance policy.backgroundMr M complained to Aviva about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr M’s... (2 pages)View decision -
Decision Reference DRN7664671
5 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M’s complaint is about the service provided by British Gas Insurance Limited followinga claim under their central heating insurance policy. Miss M has been represented during thecomplaint by Mr S.backgroundI issued a provisional decision on this matter in November 2019, part of which ... (10 pages)View decision -
Decision Reference DRN0753058
16 Sep 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C says Aviva insurance Limited mishandled a claim under his home emergency insurance policy.backgroundMr C has a home emergency insurance policy that covers his boiler. In April 2016 Mr C made a claim. Aviva sent out an engineer who advised that the boiler was beyon... (2 pages)View decision -
Decision Reference DRN5214322
27 Feb 2020 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs F’s complaint is about the handling of a claim under their home emergency insurance policy with Acromas Insurance Company Limited. The claim and complaint have been dealt with throughout by Mrs F.Acromas uses agents to handle claims on its behalf. All references to Acromas in th... (5 pages)View decision -
Decision Reference DRN4264601
25 Jan 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Ms C is unhappy with the way her claim for a replacement boiler was dealt with by Society of Lloyd’s under her Homeplan insurance. The policy is a Gas Council branded one and the claim was dealt with by them. But for convenience I shall refer to Lloyd’s throughout.bac... (3 pages)View decision -
Decision Reference DRN-4546897
15 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4546897 The complaint Mr B complains that he needed a new boiler after U K Insurance Limited (UKI) attended to carry out an emergency repair. Mr B had home emergency insurance underwritten by UKI, which provided cover for plumbing and heating. Any reference to UKI includes its agents. ... (6 pages)View decision -
Decision Reference DRN2157207
30 May 2019 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Ms D complains about problems she had when she tried to claim on her boiler insurance policy with Domestic & General Insurance Plc (D&G). background Ms D’s boiler wasn’t working properly so she contacted D&G. Ms D was referred to its approved repairer (AR).... (4 pages)View decision -
Decision Reference DRN-5644486
30 Jun 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5644486 The complaint Miss O complains that she was mis-sold her HomeCare policy by British Gas Insurance Limited as in September 2024 she was told her BoilerMate cylinder couldn’t be repaired as the parts needed weren’t available. So she required a new boiler and had to take out fi... (5 pages)View decision