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 DRN9988644
14 Aug 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)summary of complaintMrs A complains about Inter Partner Assistance SA’s (“IPA’s”) delays in carrying out repairs to her boiler and its failure to rectify an ongoing leak at her property. background to complaintMrs A holds a home emergency insurance policy, underwritten by IPA. All refe... (3 pages)View decision -
Decision Reference DRN-3613972
18 Aug 2022 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3613972 The complaint Mr B’s complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t deal properly with a claim he made on his home emergency policy when his boiler stopped working. What happened In spring 2022 Mr B’s boiler stopped working. His policy with Admiral in... (3 pages)View decision -
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 DRN9135598
14 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T has complained that British Gas Insurance Limited (British Gas) didn’t carry out a proper annual boiler service under his home emergency policy. He also wasn’t happy with its service. Mr T is being represented by his wife, Mrs T.backgroundIn February 2017 Mrs T arran... (2 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-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-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