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 DRN0804819
19 Nov 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs H complains that Aviva Insurance Limited is responsible for poor service in connection with her home emergency insurance.backgroundMrs H had a new central heating boiler in about 2008. From about 2011 she had home emergency cover in the name of a home assistance company. In recent year... (3 pages)View decision -
Decision Reference DRN9878742
1 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs M complains about poor service she received from Inter Partner Assistance SA (“IPA”) under her home emergency policy, after she told IPA that her central heating boiler was leaking.background In June 2015, Mrs M phoned IPA to say that her boiler was leaking. IPA ... (2 pages)View decision -
Decision Reference DRN1781467
13 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (“BGI”) failed to respond promptly when he made a claim under the insurance policy provided when he bought a new gas boiler. backgroundIn July 2015, Mr S bought a new gas central heating boiler. Included in the purcha... (2 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 -
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 DRN-3757647
28 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3757647 The complaint Mr R complains about a claim he made on his home emergency insurance policy with British Gas Insurance Limited. What happened The background to this complaint is well known to both Mr R and British Gas. In my decision, I’ll focus mainly on giving the reasons for r... (3 pages)View decision -
Decision Reference DRN-4072213
20 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4072213 The complaint Mr M complains about the way that Admiral Insurance (Gibraltar) Limited dealt with his home emergency claims for repairs to his boiler. The claims were for the most part dealt with by loss adjusters, However as Admiral are responsible for them, for convenience I s... (3 pages)View decision -
Decision Reference DRN3342826
17 Feb 2015 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mrs T’s complaint is that Domestic & General Insurance Plc declined to remove the scale from her boiler. She has also raised issues regarding the service she received.background An annual service of Mrs T’s boiler was carried out by Domestic & General in July 2013. During this... (3 pages)View decision -
Decision Reference DRN6616495
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint arises from the service provided by British Gas Insurance Limited in relation to his home emergency insurance policy.backgroundI issued my provisional decision on this matter in July 2015, an extract from which is copied below:“Mr B first contacted ... (5 pages)View decision -
Decision Reference DRN-5792076
22 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5792076 The complaint Mrs F has complained that British Gas Insurance Limited (British Gas) wouldn’t cover a boiler repair under her expired home emergency policy. What happened Mrs F had home emergency cover with British Gas for several years. When the policy came up for renewal i... (3 pages)View decision