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 DRN5105863
10 Sep 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr A complains that Amtrust Europe Limited acted unfairly and unreasonably when repairing his boiler under a home emergency policy. He wants Amtrust to pay to replace the boiler or pay the value of the boiler.backgroundMr A had a home emergency policy with Amtrust. His boiler suffered a ma... (2 pages)View decision -
Decision Reference DRN-2888909
22 Jun 2021 British Gas Services Limited UpheldInsuranceDRN-2888909 The complaint Mr P’s unhappy British Gas Services Limited cancelled his homecare policy after advising him they were unable to cover his boiler. What happened In April 2019, Mr P contacted British Gas after his tenants reported a timer issue on the boiler in a property he rente... (4 pages)View decision -
Decision Reference DRN6305438
12 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas visited Mr B’s property and said his boiler was unsafe.Mr B was unhappy with British Gas’ response to his complaint, so he com... (2 pages)View decision -
Decision Reference DRN8797782
9 Jun 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs G have complained about U K Insurance Limited. It repaired their boiler at a cost of £1300 under their policy but refused to re-attend, following a further problem with the boiler as it was over 10 years old.backgroundMr and Mrs G logged a claim in Decembe... (2 pages)View decision -
Decision Reference DRN9805138
15 Dec 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mrs W complains that Homeserve Membership Limited mishandled her central heating boiler breakdown insurance policy.backgroundMrs W called for help. She complained after Homeserve sad the policy didn’t cover her problem. The adjudicator didn’t recommend that the complaint... (2 pages)View decision -
Decision Reference DRN-1700413
19 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1700413 The complaint Mr C complains that British Gas Insurance Limited (BG) said his boiler couldn’t be repaired and that annual services weren’t carried out under his home emergency policy. What happened Mr C’s policy provided for emergency repairs to and an annual service of his boi... (4 pages)View decision -
Decision Reference DRN-3210305
29 Apr 2022 British Gas Services Limited Not upheldInsuranceDRN-3210305 The complaint Mrs K complains an engineer supplied by British Gas Services Limited, broke her boiler during an annual service visit and left her tenants at risk in a rental property by not turning the boiler off. She also complains about the overall service received from Britis... (2 pages)View decision -
Decision Reference DRN3300835
9 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr D is unhappy with the service received from Inter Partner Assistance SA (“IPA”) in relation to his home emergency insurance policy. backgroundMr D took out a policy with IPA in 2014 and it came out to carry out a first inspection of his boiler. The boiler was fou... (2 pages)View decision -
Decision Reference DRN-5817921
3 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5817921 The complaint Mr C complains about the level of service provided by Aviva Insurance Limited after incepting a boiler insurance policy. While Aviva are the underwriters of the policy, HomeServe administer it. Therefore, for ease of reading, I’ve referred to HomeServe througho... (2 pages)View decision -
Decision Reference DRN7012399
30 Jul 2021 A Shade Greener (Boilers) Llp Not upheldBanking and creditMr C complains that A Shade Greener (Boilers) LLP terminated his conditional sale agreement in relation to a boiler. He also complains that the boiler was defective. background Mr C owns a property in which a boiler was installed in 2012. The boiler and installation were financed under a c... (4 pages)View decision