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 DRN5794686
6 Sep 2017 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.backgroundMr B complained to BG about a number of aspects of the service he’d received from it.BG acknowledged the service Mr B received hadn’t been ... (2 pages)View decision -
Decision Reference DRN-5125169
25 Nov 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5125169 The complaint Mr D and Mrs D have complained about how DAS Legal Expenses Insurance Company Limited (DAS) dealt with a claim under a home emergency policy. What happened Mr D and Mrs D contacted DAS when they found a leak coming from their boiler. DAS sent an engineer, who ... (3 pages)View decision -
Decision Reference DRN3791162
23 Nov 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs P has complained that her claim for the cost of a replacement boiler was unfairly declined under an insurance policy. Her policy is provided by a syndicate atThe Society of Lloyd’s (“Lloyd’s”).backgroundMrs P took out a policy with Company A to service her boiler... (3 pages)View decision -
Decision Reference DRN-4569925
19 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4569925 The complaint Mr R complains that British Gas Insurance Limited (British Gas) misdiagnosed his boiler as non-repairable, and this resulted in him purchasing a new boiler. He also complains that his policy was cancelled by British Gas, and they didn’t handle his complaint approp... (5 pages)View decision -
Decision Reference DRN-2352886
23 Apr 2021 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-2352886 The complaint Mr S complains that Ikano Bank AB (publ) won’t compensate him for the consequential losses that he’s incurred due to issues with a boiler that he paid for using a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Ikano Bank ... (3 pages)View decision -
Decision Reference DRN-5734888
30 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5734888 The complaint Mrs A and Mr A complain about British Gas Insurance Limited (“British Gas”) for issues surrounding the installation and subsequent repair of their boiler. They want British Gas to replace their boiler with a new boiler. What happened Mrs A and Mr A purchased a ... (3 pages)View decision -
Decision Reference DRN0871987
23 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M complained to BG about this matter. BG offered to return the premiums Mr M had paid under his policy and to pay him £65 compensatio... (5 pages)View decision -
Decision Reference DRN3498276
27 Feb 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain about how Aviva Insurance Limited dealt with their home emergency claim. My references to Aviva include its agents.Mr and Mrs S are joint policyholders and complainants. As Mr S has corresponded with Aviva and us on their behalf for ease of ref... (3 pages)View decision -
Decision Reference DRN-4096541
8 Jun 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4096541 The complaint Mr J has complained about how Evolution Insurance Company Limited (Evolution) under a home emergency policy. What happened Mr J contacted Evolution to send an engineer to deal with a fault with his boiler. The engineer found that a part needed to be replaced. He r... (3 pages)View decision -
Decision Reference DRN-3751020
8 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3751020 The complaint Mr P complains that British Gas Insurance Limited (BG) didn’t provide a full service of his boiler under his home emergency policy. He said this led to him needing to replace his boiler. What happened Mr P held a home emergency policy with BG from March 2021 to Ma... (3 pages)View decision