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 DRN6536495
28 Mar 2019 UIA (Insurance) Limited Not upheldInsurance (excluding PPI)Mr M complains that UIA (Insurance) Limited gave poor service under the home emergency section of his home insurance policy.backgroundMr M had a boiler installed in about May 2010 . It had a burner/ heat exchanger assembly with an attached fan. The fan was bolted or sc... (4 pages)View decision -
Decision Reference DRN5383753
21 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the level of service he received from British Gas Insurance Limited after he made a claim under his home emergency policy.backgroundMr D and his wife have a home emergency policy with British Gas. On 16 May Mr D reported a problem with his... (3 pages)View decision -
Decision Reference DRN-2497827
12 Jan 2021 Inter Partner Assistance SA Not upheldInsuranceDRN-2497827 The complaint Mr A is unhappy with the handling of a claim he made under his home emergency insurance policy. The policy is underwritten by Inter Partner Assistance SA (IPA), so any reference to IPA include its agents. What happened In April, Mr A noticed water was dripping fro... (2 pages)View decision -
Decision Reference DRN-5640901
22 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5640901 The complaint Mrs A has complained about the way British Gas Insurance Limited have handled her claim for a faulty boiler under the home emergency policy she had through them. What happened The details of what happened are well known to both parties, so I will just summarise... (2 pages)View decision -
Decision Reference DRN4989490
7 Mar 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A’s complaint is about the way in which U K Insurance Limited (UKI) handled a claim on their home emergency insurance policy. All references to UKI include its claims handlers. background Mrs A was discharged from hospital following treatment for a chronic ... (2 pages)View decision -
Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN5028255
29 Jan 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms D complains that Royal & Sun Alliance Insurance plc is responsible for mishandling her home emergency insurance policy.backgroundIn January 2015 Ms D took out a home emergency policy. It was branded with the name of an insurance intermediary. Until about November 2017 a syndicate of... (4 pages)View decision -
Decision Reference DRN-2725841
6 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725841 The complaint Mrs H has complained that British Gas Insurance Limited (BG) failed to investigate a problem with her hot water system despite her raising this at annual service visits. I’ve previously issued a provisional decision in this case and received further comments from ... (3 pages)View decision -
Decision Reference DRN-2412893
5 Jan 2021 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-2412893 The complaint Mr S has complained about his let property insurer Liberty Mutual Insurance Europe SE because it declined a claim he made when he had to replace an electric boiler. What happened Mr S lets a property which is managed for him by agents. Neighbours reported an issue... (2 pages)View decision -
Decision Reference DRN9935964
17 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that following a service visit, British Gas Insurance Limited (BG) left them without a working boiler and also terminated their HomeCare policy. background Mr and Mrs G had a HomeCare policy with BG which provided cover for their boiler and heating system. This also p... (3 pages)View decision