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
-
Decision Reference DRN-2877351
7 Jul 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2877351 The complaint Mrs J complains about the poor service she received from Amtrust Europe Limited (Amtrust) following a claim under her home emergency policy. What happened Mrs J booked an annual service of her boiler but on the day Amtrust cancelled it. A new date was booked and a... (3 pages)View decision -
Decision Reference DRN-4072213
20 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4072213 The complaint Mr M complains about the way that Admiral Insurance (Gibraltar) Limited dealt with his home emergency claims for repairs to his boiler. The claims were for the most part dealt with by loss adjusters, However as Admiral are responsible for them, for convenience I s... (3 pages)View decision -
Decision Reference DRN7918790
12 Nov 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mrs R has complained about U K Insurance Limited. She isn’t happy about the way it dealtwith a claim under her home emergency policy.background I considered this complaint and outlined the background to the case and my thoughts in my provisional decision as follows;Mrs R’s family made a cl... (2 pages)View decision -
Decision Reference DRN-2019607
20 Jul 2020 OVO (S) HOME SERVICES LIMITED UpheldInsuranceDRN-2019607 The complaintMr S is unhappy about how OVO (S) Home Services Limited, trading as SSE Home Services Limited (SSE), dealt with a claim for his boiler under his home emergency insurance policy. What happenedMr S contacted SSE to report that noises were coming from his boiler. As ... (3 pages)View decision -
Decision Reference DRN3792680
18 Dec 2017 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that Lloyds Bank General Insurance Limited (trading as “Halifax”) declined their claim under a Halifax home options insurance policy. backgroundOn 23 May 2017, Mr M returned home to find their boiler had come off the garage wall. They contac... (3 pages)View decision -
Decision Reference DRN-2667393
29 Apr 2021 British Gas Services Limited Not upheldInsuranceDRN-2667393 The complaint Mrs M complains, via her representative, about British Gas Services Limited (“British Gas”), in relation to the value offered by her Homecare agreement over a number of years. She feels that she was mis-sold the policy and wants British Gas to refund the element o... (3 pages)View decision -
Decision Reference DRN-5792076
22 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5792076 The complaint Mrs F has complained that British Gas Insurance Limited (British Gas) wouldn’t cover a boiler repair under her expired home emergency policy. What happened Mrs F had home emergency cover with British Gas for several years. When the policy came up for renewal i... (3 pages)View decision -
Decision Reference DRN8613825
5 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMrs B has had a Homecare policy with British Gas for several years. In 2016 Mrs B called British Gas as her boiler had stopped working. British Gas sent an engi... (2 pages)View decision -
Decision Reference DRN9597444
1 May 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the service received from British Gas Insurance Limited when she reported a claim for a fault with her boiler. backgroundA British Gas engineer attended at Mrs A’s property in December 2013, following a report of no hot water or heating. During this visit the eng... (2 pages)View decision -
Decision Reference DRN7006452
10 Oct 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T complains that Acromas Insurance Company Limited failed to repair a leak that it identified during an annual service and that when the boiler broke down it was deemed as beyond economic repair.background A routine annual service was carried out by Acromas on Mr T’s boiler in Decembe... (2 pages)View decision