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-4035464
20 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4035464 The complaint Mr M complains about Aviva Insurance Limited’s handling of a claim he made under his home emergency policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Aviva has accepted it is accountable ... (4 pages)View decision -
Decision Reference DRN-3454434
4 May 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3454434 The complaint Mrs B has complained that Royal & Sun Alliance Insurance plc (RSA) is responsible for damage to her property following a claim made under her Home Plan insurance policy. In raising this complaint, Mrs B is represented by a family member, but I’ll refer throug... (3 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-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 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 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 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-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 DRN9663159
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned a property with an old central heating boiler. Through a letting agent, he let the property to tenants. He had a British Gas insurance... (4 pages)View decision