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 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 DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 pages)View decision -
Decision Reference DRN-3949450
9 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3949450 The complaint Mr C complains about how Aviva Insurance Limited (Aviva) handled a claim for a problem with his boiler under his home emergency policy. References to Aviva include their agents who provide services and deal with claims under the policy. This decision covers Mr C’s... (4 pages)View decision -
Decision Reference DRN9283259
27 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr U and his wife Mrs J complain that Inter Partner Assistance S.A. (“IPA”) gave poor service under a home emergency insurance policy.backgroundMr U and Mrs J say they have small children living with them. And they say they bought a new central heating boiler at t... (3 pages)View decision -
Decision Reference DRN0728974
16 Sep 2013 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr J and Miss L complain about Royal & Sun Alliance Insurance Plc’s (“RSA’s”) delays in resolving a claim under their home emergency insurance policy. Mr J and Miss L also complain that RSA’s engineer caused damage to their boiler during the course of the claim. backgroundMr J and M... (2 pages)View decision -
Decision Reference DRN-3174568
23 Nov 2021 Amtrust Europe Limited UpheldInsuranceDRN-3174568 The complaint Mr A complains about AmTrust Europe Limited’s (AmTrust) handling of his claim under his home emergency insurance. The underwriter for the policy is AmTrust. What happened Mr A had home emergency cover which covered his boiler for breakdowns as well as provided for... (4 pages)View decision -
Decision Reference DRN-2443037
4 Feb 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2443037 The complaint Mrs D has complained about the service she received from Aviva Insurance Limited (Aviva) after her boiler developed a fault. What happened Mrs D has had a HomeServe home emergency policy with Aviva for a number of years. She contacted it on 16 December 2019 becaus... (3 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision -
Decision Reference DRN-5897927
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897927 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) declined his claim against it under Section 75 of the Consumer Credit Act 1974 (s.75). What happened In December 2024, Mr M used his credit card with Barclaycard to fund the i... (4 pages)View decision