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 DRN4231461
13 Dec 2017 UK General Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that UK General Insurance Limited mis-sold home emergency cover to him.backgroundMr P took out a home emergency insurance policy online. The policy provided cover for the cost of repairs to his boiler. When Mr P made a claim on his policy, he was unhapp... (2 pages)View decision -
Decision Reference DRN-2875412
8 Jul 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2875412 The complaint Miss P has complained that Aviva Insurance Limited (Aviva) isn’t giving her £500 towards the cost of a new boiler when her old one was declared by a third party engineer to be beyond economic repair. In this decision references will be made to HomeServe Membership... (2 pages)View decision -
Decision Reference DRN-6141145
10 Feb 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-6141145 The complaint Mr M complains Evolution Insurance Company Limited unfairly declined a claim he made on his Home Care policy. What happened In May 2025 Mr M reported an issue with his boiler to Evolution, he said there was a leak coming from a valve. An engineer attended but ... (3 pages)View decision -
Decision Reference DRN-4414147
24 Oct 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4414147 The complaint Ms K has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler insurance policy. What happened Ms K contacted D&G when she found a fault with her boiler. D&G sent an engineer on a few occasions to try and rep... (4 pages)View decision -
Decision Reference DRN9426108
30 Sep 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint is about the handling of a claim under a central heating insurance policy with Aviva Insurance Limited. Aviva uses agents to handle claims and complaints on its behalf. Any reference to Aviva in this decision should be read as including anything said and done by those agen... (2 pages)View decision -
Decision Reference DRN-4625417
29 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4625417 The complaint Mr and Mrs L have complained about the way Great Lakes Insurance SE dealt with a claim they made under their boiler and home cover insurance policy. Mrs L has primarily dealt with the complaint so, for ease of reading, I’ll refer to her only. Reference to Great La... (3 pages)View decision -
Decision Reference DRN-3399274
25 Apr 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3399274 The complaint Mr P complains that Aviva Insurance Limited (Aviva) caused him distress and inconvenience when he made a claim on his home emergency insurance policy. Mr P’s policy was with HomeServe Membership Limited but the policy was underwritten by Aviva and so his complaint... (2 pages)View decision -
Decision Reference DRN7305726
10 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr W is unhappy that he was charged for a central heating breakdown policy by Inter Partner Assistance SA (“IPA”) when he says it would have known it couldn’t provide the cover promised. backgroundMr W reported a problem with his boiler in 2015. IPA attended but said ... (2 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 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