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-3039119
9 Sep 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3039119 The complaint Ms D complains about the poor service she received from Royal and Sun Alliance Insurance PLC (RSA), following a claim under her home emergency policy. What happened Ms D owned a property that she rented out to tenants. The boiler broke down and RSA were contacted ... (4 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-2342612
13 Nov 2020 Nationwide Building Society UpheldBanking and PaymentsDRN-2342612 The complaint Mrs B complains that Nationwide Building Society won’t refund a payment she made to purchase a boiler. She brings her complaint under Section 75 of the Consumer Credit Act 1974 (“S75”) What happened In June 2018, Mrs B purchased a boiler from a store abroad using ... (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-3105041
9 Nov 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3105041 The complaint Mrs B complains that Aviva Insurance Limited declared her boiler beyond economical repair (BER) whilst handling a claim under her home emergency policy, leaving her without heating or hot water. What happened Mrs B’s home emergency policy provides for servicing of... (3 pages)View decision -
Decision Reference DRN-4235665
26 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4235665 The complaint Mr M is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim made under his home emergency policy. Any references to RSA include its agents. What happened In December 2022, Mr M had a problem with his boiler and contacted RSA. An eng... (3 pages)View decision -
Decision Reference DRN-5910152
10 Feb 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-5910152 The complaint Mr E complains about the decline of his home emergency claim by Millennium Insurance Company Limited (‘Millenium’). As Millenium have accepted responsibility for agents acting on their behalf, in my decision any reference to Millenium should also be interprete... (2 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 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 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