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-3085012
22 Oct 2021 British Gas Services Limited UpheldInsuranceDRN-3085012 The complaint Mrs A complains about the way that British Gas Services Limited dealt with her home emergency claim for repairs to her boiler in respect of her let property. What happened On or about 5 January 2021 Mrs A was notified by her tenants of a problem with the boiler at... (2 pages)View decision -
Decision Reference DRN-4294250
29 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4294250 The complaint Mr D complains about the way British Gas Insurance Limited (“British Gas”) handled a claim under his Home Emergency policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here. Mr D tells us that ther... (2 pages)View decision -
Decision Reference DRN1337257
16 Jul 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs G is complaining that British Gas Services Limited’s (BG) engineer told her she had to have her flue inspected after she asked it to repair her boiler under her boiler’s repair and maintenance policy.backgroundMrs G contacted BG to report a fault on her boiler ... (4 pages)View decision -
Decision Reference DRN-3675509
31 Aug 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3675509 The complaint Mr J complains that following the breakdown of his boiler his insurer, Astrenska Insurance Limited refused to pay the £250 towards a replacement that he is entitled to. Other parties have acted on Astrenska’s behalf, but I have just referred to Astrenska here. Wha... (4 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision -
Decision Reference DRN-2565961
4 Feb 2021 Aviva Insurance Limited UpheldInsuranceDRN-2565961 The complaint Mr M, on behalf of Mr F, complains that Aviva Insurance Limited (Aviva) deemed Mr F’s boiler beyond economic repair and installed a new boiler before he agreed to the cost. While Mr M brought the complaint, for ease I’ll refer only to the policyholder, Mr F, throu... (3 pages)View decision -
Decision Reference DRN-5863428
21 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5863428 The complaint Mrs O complains that Financial & Legal Insurance Company Ltd (“FLIC”) declined to cover a failed central heating pump under her home emergency insurance policy, and about the service she got from it during her claim. When I mention FLIC I also mean its supp... (3 pages)View decision -
Decision Reference DRN-4468051
30 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4468051 The complaint Ms F complains that Creation Consumer Finance Ltd rejected her claim for compensation under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to a boiler replacement. What happened On 11 March 2022 Ms F entered into a regulated fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-5924956
4 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5924956 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) broke part of his boiler when it carried out a service under his home emergency policy. What happened Mr B had a home emergency insurance policy from British Gas covering breakdown and repairs to... (2 pages)View decision -
Decision Reference DRN6282494
28 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 January 2019, Mrs B made a claim under her policy when her boiler was making a loud noise. An engineer attended on 23 January 2019 and the b... (3 pages)View decision