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 DRN-2870156
30 Jul 2021 Homeserve Membership Limited Not upheldInsuranceDRN-2870156 The complaint Mr T says he was mis-sold a Home Emergency policy by Homeserve Membership Limited. He says the company told him his boiler wasn’t covered several months after the policy was set up. What happened Mr T took out a policy with Homeserve in April 2020. This included c... (3 pages)View decision -
Decision Reference DRN-4095593
8 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4095593 The complaint Mr and Mrs H complain about UK Insurance Limited (UKI) poor service, following a claim under their home emergency policy. What happened Mr and Mrs H contacted UKI to make a claim as their boiler had broken down. In their home were two boilers and what they describ... (4 pages)View decision -
Decision Reference DRN5747000
13 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained about British Gas Insurance Limited. She isn’t happy that it condemned her boiler and incorrectly diagnosed problems with her central heating system. This was following a call out under her home emergency policy.backgroundMrs J had problems with her ... (2 pages)View decision -
Decision Reference DRN-5502045
16 May 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5502045 The complaint Mr Z complains about how Evolution Insurance Company Limited (‘Evolution’) handled a claim made on his home emergency insurance policy. What happened Mr Z contacted Evolution in December 2024 to make a claim on his home emergency insurance policy after there w... (3 pages)View decision -
Decision Reference DRN-4581414
22 Mar 2024 A Shade Greener (Boilers) Llp Not upheldConsumer CreditDRN-4581414 The complaint Mr T says A Shade Greener (Boilers) LLP, has treated him unfairly in relation to boiler installation and maintenance agreement. What happened In October 2012 Mr T contracted to have a boiler installed with A Shade Greener (Boilers) LL... (3 pages)View decision -
Decision Reference DRN1578741
10 Jul 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains that Acromas Insurance Company Limited gave him poor service under his home emergency insurance policy.backgroundMr W had home emergency insurance underwritten by Acromas. He complained that his insurer’s engineers damaged his gas central heating boiler. Hi... (3 pages)View decision -
Decision Reference DRN3300833
20 May 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr S complains that the Society of Lloyd’s (“Lloyd’s”) won’t pay a claim he made under his home emergency insurance policy when his boiler broke down. He is represented in bringing this complaint by his wife, Mrs S.backgroundI issued a provisional decision on this com... (4 pages)View decision -
Decision Reference DRN-2087241
13 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2087241The complaintMr S complains about the installation costs he was charged by Aviva Insurance Limited forfitting a new boiler.What happenedIn January 2019, Mr S made a claim on his home emergency insurance policy after one ofhis boilers broke down. Aviva sent out an engineer, who f... (4 pages)View decision -
Decision Reference DRN-3365762
14 Apr 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3365762 The complaint Mr B complains that Aviva Insurance Limited’s declared his boiler to be beyond economical repair and is unhappy with the cost of installing a new boiler, under his home emergency policy. What happened Mr B reported a problem with his boiler to Aviva. It sent an en... (3 pages)View decision -
Decision Reference DRN-4020441
17 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4020441 The complaint Mrs S complains about the decision by Inter Partner Assistance SA (‘IPA’) to turn down her Home Protection Plus claim. What happened Mrs S holds Home Protection Plus cover. This provides up to £1,000 towards the repair costs following the breakdown of a boiler, or... (3 pages)View decision
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