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-3434302
28 Apr 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3434302 The complaint Mrs N complains about Royal and Sun Alliance Insurance Limited (RSA) poor level of workmanship and the distress this caused, following a claim under her home emergency policy. What happened Mrs N’s boiler developed a fault and she contacted RSA to make a claim. It... (3 pages)View decision -
Decision Reference DRN-4690458
18 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4690458 The complaint Mr G and Ms S complain about the service received from U K Insurance Limited trading as Privilege Insurance (UKI) after trying to make a claim under their home insurance policy. Where I’ve referred to UKI throughout, this also includes any actions and communicatio... (6 pages)View decision -
Decision Reference DRN-4011730
16 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4011730 The complaint Mrs H is unhappy with Aviva Insurance Limited’s handling of a claim she made under her commercial (landlord’s) home emergency policy, for issues with the boiler at a property she owns. What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN4700981
25 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained that British Gas Insurance Limited (“British Gas”) didn’t repair his leaking boiler under a Homecare insurance policy he had with them.backgroundMr B called out British Gas when he had a problem with his boiler. An engineer came out on 21 June 2016... (3 pages)View decision -
Decision Reference DRN-2441354
21 Jan 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2441354 The complaint Mr N complains that Royal & Sun Alliance Insurance plc wouldn’t cover the cost of emergency repairs to his boiler under his home emergency insurance. What happened Mr N had a home emergency insurance policy with RSA. All Mr N’s dealings were with RSA’s claims ... (3 pages)View decision -
Decision Reference DRN-2866773
10 Jun 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2866773 The complaint Mrs B complains that Inter Partner Assistance SA (IPA) failed to provide an emergency boiler repair service when she needed it because they were unable to locate her policy, and she had to pay a gas engineer privately to come out. What happened Mr and Mrs B took ... (3 pages)View decision -
Decision Reference DRN-3316425
15 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3316425 The complaint Mr A complains about British Gas for issues arising during his annual services. He wants British Gas to compensate him for the loss in value of his property, to refund all fees for gas safety inspections and to compensate him for tension which arose between him an... (3 pages)View decision -
Decision Reference DRN-3747296
11 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3747296 The complaint Miss W complains that Aviva Insurance Limited took too long to fix her boiler when she made a claim on her home emergency insurance. What happened Miss W had an Aviva home emergency insurance policy. In October 2020, she noticed a problem with her boiler – low boi... (3 pages)View decision -
Decision Reference DRN8613825
5 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMrs B has had a Homecare policy with British Gas for several years. In 2016 Mrs B called British Gas as her boiler had stopped working. British Gas sent an engi... (2 pages)View decision -
Decision Reference DRN-4347282
13 Sep 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4347282 The complaint Mrs P complains Aviva Insurance Limited damaged her boiler after it was called out to fix a radiator under the terms of a home emergency policy. Aviva Insurance Limited, as the underwriter of the insurance contract, is responsible for this complaint. HomeServe adm... (7 pages)View decision