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 4080 results
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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-3546606
29 Jun 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3546606 The complaint Mr P complains about Inter Partner Assistance SA’s handling of a claim he made after his hot water boiler broke down. What happened Mr P has a home emergency insurance policy underwritten by Inter Partner Assistance SA (IPA). He made a call to IPA on 4 August 2021... (3 pages)View decision -
Decision Reference DRN-3137635
24 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3137635 The complaint Mr E complains about British Gas Insurance Limited (BG), regarding safety issues with his boiler, under his home emergency policy. What happened Mr E had a boiler that was around 25 years old, that hadn’t been installed by BG. He also held a home emergency policy ... (3 pages)View decision -
Decision Reference DRN-3329280
20 Apr 2022 Allianz Global Assistance UpheldInsuranceDRN-3329280 The complaint Ms L’s complained about the way Allianz Global Assistance (“Allianz”) dealt with a claim under her home emergency insurance policy. What happened In early 2021, Ms L’s boiler stopped working. So she contacted Allianz to arrange for repairs under the cover provide... (3 pages)View decision -
Decision Reference DRN8347495
2 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs M’s complaint is about a number of claims she made to Inter Partner Assistance SA (IPA) on her home emergency insurance policy.backgroundFrom April 2011 to December 2013 Mrs M made a number of claims on her home emergency insurance policy for cover to fix problem... (2 pages)View decision -
Decision Reference DRN-3017029
15 Sep 2021 Inter Partner Assistance SA UpheldInsuranceDRN-3017029 The complaint Mrs R complained about the settlement value and handling of her claim under her home insurance policy with Inter Partner Assistance SA (“IPA”). What happened Mrs R had home emergency cover with IPA as part of her home insurance policy. When Mrs R discovered her bo... (3 pages)View decision -
Decision Reference DRN-3090227
19 Oct 2021 Aviva Insurance Limited UpheldInsuranceDRN-3090227 The complaint Ms B complains about Aviva Insurance Limited’s handling of a claim under her home emergency policy. What happened In September 2020 Ms B contacted Aviva to report a fault with her boiler. An engineer visited and found several parts were required to complete the re... (3 pages)View decision -
Decision Reference DRN-6052981
8 Jan 2026 HTG Finance Limited Not upheldConsumer CreditDRN-6052981 The complaint Miss W and Mr M complain that HTG Finance Limited (“HTG”) refused to recompense them for the installation of a faulty boiler. What happened In January 2024 Mrs W and Mr M had a new boiler fitted to their property funded by a finance agreement provided by HTG. M... (3 pages)View decision -
Decision Reference DRN-4876219
30 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4876219 The complaint Mr S and Mrs S complain that Royal & Sun Alliance Insurance Limited have provided poor service when they made a claim for the breakdown of their boiler, and they would like RSA to pay towards the cost of a new boiler. What happened Mr S and Mrs S hold an a... (3 pages)View decision -
Decision Reference DRN7683051
29 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the service he received from British Gas Insurance Limited under his home emergency policy. backgroundMr K has a central heating policy with British Gas which includes an annual boiler service. Mr K previously complained to us that British Ga... (2 pages)View decision