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 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 DRN-3446415
12 May 2022 AXIS Specialty Europe SE Not upheldInsuranceDRN-3446415 The complaint L complains AXIS Specialty Europe SE unfairly declined their Commercial Property Insurance claim. All references to AXIS also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN7147486
16 Oct 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs C complains that Inter Partner Assistance SA failed to provide cover for a claim she made on her home emergency policy. backgroundIn December 2013, Mrs C’s boiler failed and she had work carried out by a third party. This work was completed on 15 January 2014. ... (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 -
Decision Reference DRN-4558070
1 Feb 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4558070 The complaint Mrs A complains that Homeserve Membership Limited (Homeserve) cancelled her home emergency policy in error. What happened Mrs A took out a landlord heating, plumbing and electrics policy with Homeserve on 26 July 2021. The policy was cancelled on Homeserve’s syste... (3 pages)View decision -
Decision Reference DRN-2446473
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2446473 The complaint Mr M complains that British Gas Insurance Limited (BG) misdiagnosed issues with his boiler which resulted in him carrying out unnecessary work, under his home emergency policy. What happened Mr M contacted BG as he was experiencing problems with his boiler. BG sen... (3 pages)View decision -
Decision Reference DRN8239218
28 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundMr S bought British Gas insurance for his central heating boiler. British Gas didn’t identify it as a boiler that it couldn’t cover. After it broke down, British Gas woul... (2 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 DRN-4202984
21 Jun 2023 Evolution Insurance Company Limited UpheldInsuranceDRN-4202984 The complaint Ms J complains about Evolution Insurance Company Limited’s handling of her home emergency insurance claim. Evolution is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Evolution has accepted it is acco... (6 pages)View decision