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 DRN0825787
2 Jan 2020 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr C’s complaint is that Swinton Group Ltd mis-sold him a central heating insurance policy. backgroundMr C bought a central heating insurance policy in 2015. The policy was sold by Swinton and underwritten by another company. Mr C wanted to make a claim under the policy when his boiler bro... (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 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-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-3766401
8 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3766401 The complaint Mrs J complains about Aviva Insurance Limited and their decision to cancel her boiler insurance policy. What happened Mrs J held a boiler insurance policy that was underwritten by Aviva. This policy was designed to assist Mrs J in the arranging and cost of repair ... (4 pages)View decision -
Decision Reference DRN7341625
18 Jul 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr H complains that Great Lakes Reinsurance (UK) SE gave poor service under his home emergency insurance.backgroundMr H had home emergency insurance in the name of an insurance intermediary. Great Lakes was the insurer responsible for dealing with claims. Where I refe... (2 pages)View decision -
Decision Reference DRN-3061102
21 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3061102 The complaint Mr P complains about delays and poor standards of service from British Gas Insurance Limited, when claiming under his home emergency policy. What happened Mr P made a claim when his tenants reported there was no heating or hot water available in December 2020. The... (3 pages)View decision -
Decision Reference DRN-3580813
20 Sep 2022 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-3580813 The complaint Mr and Mrs G are unhappy with the way China Taiping Insurance (UK) Co Ltd has handled a claim they made on their home insurance policy. Any reference to China Taiping includes anything said or done by its agents and representatives. What happened The circumstances... (4 pages)View decision -
Decision Reference DRN4014533
29 Oct 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M’s complaint arises from a claim she made under her boiler and central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 December 2017, a British Gas engineer attended Mrs M’s home to carry out a repair on her boiler. The engineer apparen... (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