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-3269045
4 Feb 2022 U K Insurance Limited UpheldInsuranceDRN-3269045 The complaint Mrs B complains about how U K Insurance Limited (“UKI”) handled her claim under her home emergency cover on her landlord insurance policy. What happened Mrs B had a landlord insurance policy that was underwritten by UKI, for a property she owns and rents out. In A... (2 pages)View decision -
Decision Reference DRN-3705606
22 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3705606 The complaint Mr I’s complained about the way British Gas Insurance Limited (“British Gas”) dealt with him when he claimed under his policy for boiler breakdowns. What happened Mr I had had a HomeCare policy with British Gas for several years when his boiler stopped working tow... (3 pages)View decision -
Decision Reference DRN-4884645
17 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4884645 The complaint Mr C complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr C’s boiler broke down and was declared beyond economical repair. He says Aviva attended a... (3 pages)View decision -
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 DRN6271222
13 Dec 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that an engineer employed by British Gas Services Limited (“BritishGas”) to carry out an annual central heating boiler service under their home emergency insurance policy left it in an unsafe condition leaking gas and fumes. Mr and Mrs M are a... (2 pages)View decision -
Decision Reference DRN-4042674
8 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4042674 The complaint Mr P complains about how British Gas Insurance Limited dealt with his boiler breakdown. He’s unhappy that he was told the repair needed wasn’t covered by his policy, that his gas supply was turned off and that he was left without heating. He wants British Gas to c... (4 pages)View decision -
Decision Reference DRN-4291252
9 Aug 2023 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4291252 The complaint Mr and Mrs K are unhappy with DAS Legal Expenses Insurance Company Limited’s (DAS) handling of a claim made under their landlord home emergency cover. Where I’ve referred to DAS below, this also includes any actions or communications from the agent handling the cl... (6 pages)View decision -
Decision Reference DRN-3953127
13 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3953127 The complaint Ms H complains about the service from Aviva Insurance Limited (Aviva) under her home emergency policy when she had a problem with her boiler and heating system. References to Aviva include their agents who provide services and deal with claims under the policy. Wh... (3 pages)View decision -
Decision Reference DRN-3161258
24 Nov 2021 Inter Partner Assistance SA UpheldInsuranceDRN-3161258 The complaint Mr L complains about the service provided by Inter Partner Assistance SA (IPA) when he made a claim on his home emergency insurance policy. References to IPA include their agents. What happened On 1 May 2021 Mr L contacted IPA to make a claim on his home emergency... (3 pages)View decision -
Decision Reference DRN2063611
29 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R’s complaint is about the service provided by British Gas Insurance Limited in relation to his home central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This i... (4 pages)View decision