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 DRN5534030
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have complained about the service provided by British Gas Insurance Limitedin relation to a central heating insurance policy. backgroundMr and Mrs C held a policy with British Gas for a number of years, since the boiler was installed. As part of the cove... (2 pages)View decision -
Decision Reference DRN-6141145
10 Feb 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-6141145 The complaint Mr M complains Evolution Insurance Company Limited unfairly declined a claim he made on his Home Care policy. What happened In May 2025 Mr M reported an issue with his boiler to Evolution, he said there was a leak coming from a valve. An engineer attended but ... (3 pages)View decision -
Decision Reference DRN-3269045
4 Feb 2022 U K Insurance Limited UpheldInsuranceDRN-3269045 The complaint Mrs B complains about how U K Insurance Limited (“UKI”) handled her claim under her home emergency cover on her landlord insurance policy. What happened Mrs B had a landlord insurance policy that was underwritten by UKI, for a property she owns and rents out. In A... (2 pages)View decision -
Decision Reference DRN-4884645
17 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4884645 The complaint Mr C complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr C’s boiler broke down and was declared beyond economical repair. He says Aviva attended a... (3 pages)View decision -
Decision Reference DRN-3705606
22 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3705606 The complaint Mr I’s complained about the way British Gas Insurance Limited (“British Gas”) dealt with him when he claimed under his policy for boiler breakdowns. What happened Mr I had had a HomeCare policy with British Gas for several years when his boiler stopped working tow... (3 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision -
Decision Reference DRN-5863428
21 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5863428 The complaint Mrs O complains that Financial & Legal Insurance Company Ltd (“FLIC”) declined to cover a failed central heating pump under her home emergency insurance policy, and about the service she got from it during her claim. When I mention FLIC I also mean its supp... (3 pages)View decision -
Decision Reference DRN6271222
13 Dec 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that an engineer employed by British Gas Services Limited (“BritishGas”) to carry out an annual central heating boiler service under their home emergency insurance policy left it in an unsafe condition leaking gas and fumes. Mr and Mrs M are a... (2 pages)View decision -
Decision Reference DRN-4437290
28 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4437290 The complaint Mr R and Dr W have complained about the service provided by British Gas Insurance Limited in relation to a claim made under their home emergency insurance policy. What happened Dr W held a boiler and central heating insurance policy with British Gas since December... (12 pages)View decision -
Decision Reference DRN-3501783
16 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3501783 The complaint Mrs A has complained that Aviva Insurance Limited’s agents caused damage to her boiler while carrying out a service. Mrs A held a Plumbing and Boiler cover policy with Aviva. All reference to the insurer Aviva in my decision includes its agents. What happened Mrs ... (3 pages)View decision