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-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 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-4149937
21 Jul 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4149937 The complaint Mr W complains AXA Insurance Plc unfairly declined part of his landlord insurance claim. What happened Mr W made a claim against his AXA landlord insurance policy. His property had been damaged by an escape of water. AXA accepted the claim. But Mr W was dissatisfi... (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 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 -
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 DRN2353252
25 Aug 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains about how Inter Partner Assistance SA (‘IPA’) has dealt with a claim under his home emergency policy. He’s unhappy with the contribution IPA has offered towards the cost of replacing his boiler.backgroundMr L made a claim on his home emergency policy af... (2 pages)View decision