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-2633356
10 Mar 2021 Alwyn Insurance Company Limited Not upheldInsuranceDRN-2633356 The complaint Mr and Mrs L complain that Alwyn Insurance Company Limited wouldn’t contribute towards their replacement boiler under their home emergency insurance policy, as it said it was beyond economical repair. What happened When Mr and Mrs L found their boiler was leaking ... (2 pages)View decision -
Decision Reference DRN-4425534
2 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4425534 The complaint Mrs B has complained about the handling of a claim under her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In July 2022, Mrs B contacted British Gas as there was water dripping from a valve in her boiler. An engineer... (6 pages)View decision -
Decision Reference DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision -
Decision Reference DRN-4810855
28 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4810855 The complaint Mr G complains British Gas Insurance Limited is responsible for him needing to purchase a new boiler. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision.... (2 pages)View decision -
Decision Reference DRN-2379320
6 Jan 2021 U K Insurance Limited Not upheldInsuranceDRN-2379320 The complaint Mrs and Mr U complain about U K Insurance Limited’s handling of a home insurance claim and about the claim being declined. What happened Mrs and Mr U have a home insurance policy underwritten by UKI, which covers home emergencies amongst other things. Mr U contact... (3 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN9937953
9 Jul 2019 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs B complains about some work that Inter Partner Assistance SA (“IPA”) did under her home emergency policy.backgroundMrs B said that she had home emergency insurance with IPA, and she’d accepted the extra option of a boiler service. She said that when she had her boiler serviced, the eng... (5 pages)View decision -
Decision Reference DRN1578340
24 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor service he received from British Gas Insurance Limited under his Homecare insurance policy.BackgroundMr H has had an insurance policy for the care of his boiler with British Gas since 2005. He believes that British Gas hasn’t met its oblig... (2 pages)View decision -
Decision Reference DRN7473384
16 Sep 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr P says that Ageas Insurance Limited mishandled a claim under his home emergency insurance policy.background In June 2015 Mr P took out a home emergency insurance policy to cover his boiler and central heating system. The policy was underwritten by Ageas. Mr P pai... (2 pages)View decision -
Decision Reference DRN-3787167
15 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3787167 The complaint Mrs P complains Aviva Insurance Limited charged her more than it said it would for a new boiler, and that it cancelled her boiler and central heating cover without explaining what this meant for her. Mrs P is represented by her husband. But for ease I’ll refer to ... (2 pages)View decision