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 DRN7591477
1 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency policy when her heating stopped working properly.background When Mrs T’s boiler was cutting out and some of her radiators stopped working, British Gas’ service team... (3 pages)View decision -
Decision Reference DRN-4099748
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4099748 The complaint Mr I complains that British Gas Insurance Limited downgraded his boiler insurance cover unfairly. Reference to British Gas includes its agents. What happened Mr I held a central heating insurance policy with British Gas. When he installed a new boiler, British Gas... (2 pages)View decision -
Decision Reference DRN-3304028
9 Feb 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3304028 The complaint Mr B and Mr M complain that A Shade Greener (Boilers) LLP (“ASG”) has no right to charge them for a repair undertaken to their boiler. What happened Mr B and Mr M entered into a conditional sale agreement with ASG on 18 April 2014 for the supply and installation o... (4 pages)View decision -
Decision Reference DRN-3037873
27 Sep 2021 Aviva Insurance Limited UpheldInsuranceDRN-3037873 The complaint Mr A is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for damage to his boiler. What happened Mr A held a home insurance policy with Aviva which included home emergency cover. On 11 January 2021 Mr A contacted Aviva and exp... (4 pages)View decision -
Decision Reference DRN-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN0825787
2 Jan 2020 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr C’s complaint is that Swinton Group Ltd mis-sold him a central heating insurance policy. backgroundMr C bought a central heating insurance policy in 2015. The policy was sold by Swinton and underwritten by another company. Mr C wanted to make a claim under the policy when his boiler bro... (3 pages)View decision -
Decision Reference DRN7341625
18 Jul 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr H complains that Great Lakes Reinsurance (UK) SE gave poor service under his home emergency insurance.backgroundMr H had home emergency insurance in the name of an insurance intermediary. Great Lakes was the insurer responsible for dealing with claims. Where I refe... (2 pages)View decision -
Decision Reference DRN-4793758
13 May 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4793758 The complaint Mr S has complained about an annual service carried out by Domestic & General Insurance Plc (D&G) under a home emergency policy. References to D&G includes companies working on its behalf. What happened Mr S’s boiler was serviced by a D&G engineer.... (2 pages)View decision -
Decision Reference DRN-3766401
8 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3766401 The complaint Mrs J complains about Aviva Insurance Limited and their decision to cancel her boiler insurance policy. What happened Mrs J held a boiler insurance policy that was underwritten by Aviva. This policy was designed to assist Mrs J in the arranging and cost of repair ... (4 pages)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (2 pages)View decision