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 4078 results
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Decision Reference DRN-2252995
11 Dec 2020 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-2252995 The complaint Mr O and Mrs O are unhappy that Admiral Insurance (Gibraltar) Limited (Admiral) refused to cover the cost of a new boiler after its engineer caused irreparable damage. What happened Mr O and Mrs O had Platinum Home Insurance, including home emergency cover, with A... (3 pages)View decision -
Decision Reference DRN-3070993
27 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070993 The complaint Miss C has complained that British Gas Insurance Limited (British Gas) broke her boiler during an annual service carried out under her home emergency policy. What happened Miss C arranged for her boiler to be serviced by British Gas. During the engineer’s visit, ... (3 pages)View decision -
Decision Reference DRN-3804696
20 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3804696 The complaint Ms C is unhappy that British Gas Insurance Limited condemned her boiler. She says it only needed replacing because it was damaged intentionally by British Gas’s engineer. What happened The details of this complaint are well known to both parties, so I will not re... (2 pages)View decision -
Decision Reference DRN-4196016
11 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4196016 The complaint Mr J complains about the delays caused by Royal & Sun Alliance Insurance Limited (RSA) when he claimed under his home emergency policy for his leaking boiler. What happened In summary, Mr J’s boiler started leaking so he raised a claim under his home emergency... (3 pages)View decision -
Decision Reference DRN3466393
12 Sep 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr D and Mrs C-D complain that Inter Partner Assistance SA (IPA) failed to respond in a timely manner when their boiler broke down and later declined their claim for repair or replacement. backgroundMr D and Mrs C-D’s boiler broke down on 1 March 2018. They have a ho... (3 pages)View decision -
Decision Reference DRN-5029489
19 Sep 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5029489 The complaint Mrs E’s complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a claim made under the home emergency insurance section of her home insurance policy. DAS is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns... (7 pages)View decision -
Decision Reference DRN-2909753
14 Jul 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2909753 The complaint Mrs M complains that Amtrust Europe Limited wouldn’t repair her boiler after she made a claim on her boiler service and breakdown policy. Mrs M has bee represented by her son throughout some of her complaint. However for ease of reading, all references to Mrs M in... (2 pages)View decision -
Decision Reference DRN-4297667
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297667 The complaint Mr R complains British Gas Insurance Limited incorrectly diagnosed a problem with his boiler under his HomeCare insurance policy. What happened The background to the complaint is known to both Mr R and British Gas so I won’t repeat it here. In this decision I’ll f... (2 pages)View decision -
Decision Reference DRN1864595
26 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G, on behalf of company B, has complained about British Gas Insurance Limited. She isn’t happy about the way it dealt with a claim under the home care insurance policy.backgroundBritish Gas undertook an annual service on her boiler under her home care insuranc... (2 pages)View decision -
Decision Reference DRN8599852
15 Apr 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains that Society of Lloyd's provided him with poor service repairing his boiler under his home emergency policy.backgroundOn 22 December Mr L contacted Lloyd's to repair his boiler as he had no hot water. By 2 January his boiler hadn't been ... (5 pages)View decision