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 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 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 DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN-3953127
13 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3953127 The complaint Ms H complains about the service from Aviva Insurance Limited (Aviva) under her home emergency policy when she had a problem with her boiler and heating system. References to Aviva include their agents who provide services and deal with claims under the policy. Wh... (3 pages)View decision -
Decision Reference DRN-3161258
24 Nov 2021 Inter Partner Assistance SA UpheldInsuranceDRN-3161258 The complaint Mr L complains about the service provided by Inter Partner Assistance SA (IPA) when he made a claim on his home emergency insurance policy. References to IPA include their agents. What happened On 1 May 2021 Mr L contacted IPA to make a claim on his home emergency... (3 pages)View decision -
Decision Reference DRN8011548
24 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss P complains about the service she received under her home emergency policy with British Gas Insurance Limited. My references to British Gas include agents it appointed to carry out work on its behalf. background Miss P contacted British Gas in December 2017 as she was having problems ... (3 pages)View decision -
Decision Reference DRN6479899
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A complains about poor performance by British Gas Services Limited (“BGS”) over a number of years in the service it provided under his home emergency insurance policy.backgroundMr A had a gas fire, boiler and central heating system installed in 2001. Ever since th... (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 DRN7338368
19 Oct 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)The length of time taken for Aviva Insurance Limited to settle Mr F’s claim for a broken boiler under his boiler breakdown insurance policy.backgroundMr F told Aviva that his boiler had broken and that he had no heating or hot water (I’ll refer to this as “the firs... (2 pages)View decision -
Decision Reference DRN1400451
5 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss O has complained about British Gas Insurance Limited’s failure to identify a problem with a flue on her boiler during its annual service and during its subsequent repair which caused it to fail, leaving the boiler beyond economic repair. Miss O was also unhappy with the poor servic... (2 pages)View decision