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 4027 results
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Decision Reference DRN-3762243
19 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3762243 The complaint Mr K has complained that British Gas Insurance Limited (British Gas) broke his boiler when it was carrying out work under his home emergency policy. What happened While Mr K’s boiler was being serviced, a water leak was found coming from the boiler. So, Mr K conta... (5 pages)View decision -
Decision Reference DRN-4463071
4 Jan 2024 247 Home Assist Limited Not upheldInsuranceDRN-4463071 The complaint Mr A complains about 24/7 Home Assist Limited (24/7) who deemed his boiler beyond economic repair (BER), following a claim under his home emergency policy. What happened Mr A held a policy with 24/7. An issue developed with his boiler, as it stopped producing hot ... (3 pages)View decision -
Decision Reference DRN-3946399
16 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3946399 The complaint Miss M complains about the service she received when she made a claim under her HomeCare insurance policy with British Gas Insurance Limited (“British Gas”) What happened Miss M has HomeCare cover with British Gas and has done for a numb... (3 pages)View decision -
Decision Reference DRN-1599108
6 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1599108The complaintMr H complains that British Gas Insurance Limited (BG) won’t pay for a replacement boiler at his property What happenedMr H had a Homecare insurance policy with British Gas that provided servicing and breakdown cover for his boiler. In January 2019, a BG engineer at... (2 pages)View decision -
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-2770213
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2770213 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 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 DRN8648149
19 Jan 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs K complains about Acromas Insurance Company Limited’s decision to cancel her home emergency insurance policy after it said that her boiler should never have been covered.backgroundMrs K took out the policy in early February 2015, to cover the boiler at a tenanted prop... (2 pages)View decision -
Decision Reference DRN-3502507
27 May 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3502507 The complaint Mrs A complains that she replaced her boiler unnecessarily after Inter Partner Assistance SA (IPA) incorrectly diagnosed it as beyond economical repair. Mrs A had Home Emergency cover with IPA, provided through her bank. What happened Mrs A’s boiler stopped workin... (4 pages)View decision -
Decision Reference DRN9451843
6 Jun 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A complain about the amount of time taken by British Gas Insurance Limited to install a new boiler. They also complain that British Gas Insurance Limited sent them correspondence in the incorrect name. backgroundMrs and Mrs A hold a HomeCare policy, underwritten by British ... (3 pages)View decision