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 DRN4658724
25 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G and Ms P complain that British Gas Services Limited failed to service their boiler properly over a number of years. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows;“backgroundMr G and Ms... (2 pages)View decision -
Decision Reference DRN6616198
29 Jun 2015 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Miss D complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros S.A. gave her poor service under a boiler insurance policy.backgroundFollowing an annual service, Miss D had several visits from Mapfre’s engineers trying to fix her boiler. She co... (2 pages)View decision -
Decision Reference DRN-3342754
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3342754 The complaint Mr F complains about the level of service received from British Gas Insurance Limited (British Gas) when he made two claims on his HomeCare insurance policy. What happened On 28 January 2021 Mr F made a claim on his HomeCare insurance policy that he held with Brit... (4 pages)View decision -
Decision Reference DRN0356321
17 Feb 2018 National House-Building Council Not upheldInsurance (excluding PPI)Mr W is unhappy that National House-Building Council (NHBC) won’t pay his claim for replacing his boiler under his building warranty policy.backgroundMr W purchased the property, a flat, in 2007. He let the property out and in 2015 had a gas safety inspection carried... (2 pages)View decision -
Decision Reference DRN9820476
5 May 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr J complains about Admiral Insurance Company Limited’s decision to refuse his home insurance claim for damage to his boiler. background I issued a provisional decision in this complaint in April 2016. Mr J replied to say that he accepted my provisional findings. He pro... (6 pages)View decision -
Decision Reference DRN-5017855
15 Oct 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5017855 The complaint Mr L and Ms L have complained about the service provided by Accredited Insurance (Europe) Ltd (‘Accredited’) under a home emergency policy. As Ms L seemed mainly to deal with the claim and complaint, for ease, I will normally only refer to her. References to ... (3 pages)View decision -
Decision Reference DRN-2955678
30 Sep 2021 Inter Partner Assistance SA Not upheldInsuranceDRN-2955678 The complaint Mr and Mrs S have complained about the way Inter Partner Assistance SA (IPA) dealt with a claim under their home emergency policy when their boiler stopped working, leaving them without heating. What happened In November 2020, Mr and Mrs S’s boiler developed a fau... (3 pages)View decision -
Decision Reference DRN9742477
27 May 2015 DAS Legal Expenses Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs A are unhappy with the service provided by DAS Legal Expenses Insurance Company Limited following a claim under their home emergency insurance policy. backgroundMr and Mrs A contacted DAS on 19 December 2013 because they could smell gas from their water boi... (2 pages)View decision -
Decision Reference DRN7201850
2 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to British Gas Insurance Limited’s handling of Mr and Mrs M’s claim under a home emergency insurance policy. The policy was held in Mr M’s name but I understand that Mrs M conducted all communications with British Gas. Sadly Mr M passed away recently. The circumst... (4 pages)View decision -
Decision Reference DRN6195617
1 Sep 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs M have complained that Inter Partner Assistance SA (IPA) mistakenly told them they weren’t covered after they tried to claim under their home emergency insurance policy. backgroundMr and Mrs M reported a fault with their boiler. IPA sent an engineer to c... (2 pages)View decision