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 DRN4971897
27 Aug 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Acromas Insurance Company Limited left him without heating or hot water when his boiler was deemed beyond economical repair (‘BER’) under his home emergency insurance policy. backgroundIn December 2013, Mr R contacted Acromas to report he was without heating or hot wat... (2 pages)View decision -
Decision Reference DRN-5076727
4 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5076727 The complaint Mr M is unhappy with Aviva Insurance Limited’s (Aviva) handling of information given to him in relation to his boiler warranty. Any references to Aviva include their agents. What happened Mr M has a Homeserve policy for a boiler which was fitted in a property... (2 pages)View decision -
Decision Reference DRN8315417
17 Nov 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr P has complained about the way Aviva Insurance Limited’s policy and claims administrator has handled his claim under his gas central heating breakdown insurance cover. This is part of a wider agreement, which includes the servicing of his boiler. He’s also unhap... (2 pages)View decision -
Decision Reference DRN4372775
6 Jun 2014 Astrenska Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J complain about Astrenska Insurance Limited’s refusal to attend to a claim under their home emergency insurance policy, as the boiler was not serviced annually. backgroundMr and Mrs J hold a home emergency insurance policy, underwritten by Astrenska. In December 2012, Mr an... (3 pages)View decision -
Decision Reference DRN0354461
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about repairs undertaken to his boiler under a policy he took out with British Gas Insurance Limited (“British Gas”).backgroundIn November 2017, Mr K became aware of a fault with his boiler, when three radiators stopped working. He contacted British Gas ... (2 pages)View decision -
Decision Reference DRN-2228644
5 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2228644 The complaint Mr C complains during a service carried out under his HomeCare insurance policy, British Gas Insurance Limited (“British Gas”) caused his boiler to leak. This leak damaged his boiler and worktop and now they both need replacing. Mr C has also mentioned the casing ... (2 pages)View decision -
Decision Reference DRN7731608
18 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy. backgroundBritish Gas replaced Mr P’s central heating boiler under his policy. Mr P complained about the position of the new boiler and generally a... (2 pages)View decision -
Decision Reference DRN-3516915
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3516915 The complaint Mrs S has complained about works carried out by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas visited Mrs S’s home to deal with an issue with the boiler. It fitted a new heat exchanger. Shortly after, Mrs S he... (2 pages)View decision -
Decision Reference DRN3878940
31 Jan 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited didn’t properly maintain his boiler under a home care policy, and he’s had to replace it. backgroundFrom 2013 Mr D had a home care policy with British Gas which covered his boiler. He held the policy until 2016, and i... (4 pages)View decision -
Decision Reference DRN-3198816
14 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3198816 The complaint Ms T complains that British Gas Insurance Limited (BG) cancelled her HomeCare policy without telling her. And that they failed to provide an annual service during the period she was on cover. What happened Ms T held a HomeCare package from BG. When her boiler brok... (4 pages)View decision