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 DRN4360285
13 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains about the failure by British Gas Insurance Limited (“BGI”) under her home emergency insurance policy to identify and remedy faults on her central heating boiler.backgroundMrs A had a home emergency insurance policy with BGI covering her central heating boiler. At the beginn... (3 pages)View decision -
Decision Reference DRN8909126
30 Oct 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr and Mrs T complain that Homeserve Membership Limited cancelled their central heating boiler insurance.backgroundMr and Mrs T used to have cover from the boiler manufacturer – until Homeserve provided cover. Mr and Mrs T complained that – some years later – Homeserve ... (2 pages)View decision -
Decision Reference DRN-4717253
8 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4717253 The complaint Ms F's complaint is about the handing of claims made under a “Heating, Plumbing and Electrics” insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-4346778
13 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4346778 The complaint Mr and Mrs C complain about the way UK Insurance Limited handled a home emergency claim. Any reference to UKI includes the actions of its agent. For ease of reading, I’ve referred to Mr C throughout my decision. What happened The events of this complaint are well-... (3 pages)View decision -
Decision Reference DRN-3804069
14 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3804069 The complaint Mr L is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) dealt with his claim under his home emergency policy. What happened In February 2022 Mr L contacted RSA to report that his boiler had broken down. RSA arranged for their agents to deal w... (3 pages)View decision -
Decision Reference DRN6697558
20 Jan 2016 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Mr T is unhappy with the handling of his claim under a home emergency insurance policyprovided by Amtrust International Underwriters Ltd.backgroundI issued a provisional decision on this matter in November 2015, part of which is copied below:“Mr T made a claim under h... (3 pages)View decision -
Decision Reference DRN4662619
19 May 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs S complains because Royal & Sun Alliance Insurance Plc (‘RSA’) hasn’t dealt with a claim under her home emergency insurance policy. backgroundMrs S made a claim under her insurance policy with RSA because her boiler broke down.RSA sent an engineer to look at t... (3 pages)View decision -
Decision Reference DRN-2912897
12 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2912897 The complaint Mr D is unhappy with the way Aviva Insurance Limited (Aviva) handled his claim under his home emergency policy for a boiler fault. What happened Briefly, Mr D claimed under his policy for a boiler fault. Because Aviva couldn’t send anyone out soon enough for him, ... (3 pages)View decision -
Decision Reference DRN-4793758
13 May 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4793758 The complaint Mr S has complained about an annual service carried out by Domestic & General Insurance Plc (D&G) under a home emergency policy. References to D&G includes companies working on its behalf. What happened Mr S’s boiler was serviced by a D&G engineer.... (2 pages)View decision -
Decision Reference DRN6279514
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“British Gas”) mishandled his Home Care insurance claim.backgroundMr D holds a Home Care policy with British Gas which provides breakdown cover for his boiler. He made a claim on 8 January 2018 as there was a system fault which resulted in... (3 pages)View decision