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
-
Decision Reference DRN0348525
3 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about the handling of claims and the service provided by British GasInsurance Limited in relation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in June 2020, part of which is copied below:“Mr B has held a central heating ... (11 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN1715119
29 Jan 2020 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that U K Insurance Limited mishandled his claim under the home emergency section of his home insurance policy.backgroundMr W lives with his wife. He has said they each work from home on a regular basisThe home emergency section covered repairs to their central heating boiler... (4 pages)View decision -
Decision Reference DRN9087374
23 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the number of repairs to his boiler under his insurance policy with British Gas Insurance Limited (British Gas). backgroundMr R holds a HomeCare Insurance policy with British Gas. In 2010 British Gas installed a new boiler at Mr R’s property. Thi... (2 pages)View decision -
Decision Reference DRN-4534880
16 Jan 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4534880 The complaint Mr S has complained that Domestic & General Insurance Plc (D&G) unfairly refused him boiler cover. What happened Mr S has a boiler which comes with a ten-year manufacturer’s guarantee which covers him if his boiler breaks down. That guarantee doesn’t cover... (2 pages)View decision -
Decision Reference DRN5157839
7 May 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr M complains that because of faulty repair work by Royal & Sun Alliance Insurance Plc (“RSA”) under his home emergency insurance policy, his central heating boiler failed prematurely and had to be replaced.background I issued a provisional decision on this compl... (5 pages)View decision -
Decision Reference DRN3273670
20 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited mishandled his claim on a home care policy.backgroundBritish Gas provided insurance cover and carried out repairs and an annual service. Mr K says that – a few weeks after a service - his builder cut a central heating pipe and got a plu... (3 pages)View decision -
Decision Reference DRN-2878862
21 Jun 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2878862 The complaint Mr F has complained about the decision of Royal & Sun Alliance Insurance Plc (‘RSA’) to decline his claim relating to his boiler made under a home emergency policy. What happened I have previously issued a provisional decision regarding this complaint. The fol... (5 pages)View decision -
Decision Reference DRN5462710
30 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains British Gas Insurance Limited provided poor service in relation to her HomeCare cover. background Mrs M was unhappy with the quality of a boiler she had installed in 2002 and the issues she later had with it. She claimed on her cover several times ove... (2 pages)View decision -
Decision Reference DRN0757643
26 Mar 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P are unhappy with the service provided by Aviva Insurance Limited in relation to their central heating insurance policy. backgroundAviva uses claims-handlers to deal with claims on their behalf. Any reference to Aviva in this decision should be read as incl... (3 pages)View decision