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-3083791
4 Oct 2021 Amtrust Europe Limited UpheldInsuranceDRN-3083791 The complaint Mr and Mrs H complain about Amtrust Europe Limited (“Amtrust”) for a failure to advise that they may incur higher fuel costs from using their boiler in emergency mode. They want Amtrust to pay for their increased fuel costs. What happened Mr and Mrs H held home ap... (3 pages)View decision -
Decision Reference DRN4713105
27 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr S discovered a build up of debris in his boiler. He complained to British Gas that it hadn’t been serviced properly.Being unhappy with B... (2 pages)View decision -
Decision Reference DRN9140722
30 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited provided an inadequate insurance policy for his boiler as it needed to be replaced when it broke down as the required parts were no longer available. He believes that British Gas should not have provided the policy as it was unable ... (2 pages)View decision -
Decision Reference DRN-3724432
28 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3724432 The complaint Mr H complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy. Where I refer to Aviva, I refer to the above-named insurance company and I include the home assistance company, its engineers and others inso... (6 pages)View decision -
Decision Reference DRN-4793758
13 May 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4793758 The complaint Mr S has complained about an annual service carried out by Domestic & General Insurance Plc (D&G) under a home emergency policy. References to D&G includes companies working on its behalf. What happened Mr S’s boiler was serviced by a D&G engineer.... (2 pages)View decision -
Decision Reference DRN9345149
3 Dec 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs F complain that Inter Partner Assistance S.A. gave them poor service under a home emergency insurance policy.backgroundMr and Mrs F have issues with their health and mobility. They have more than the usual need for hot water for washing. They called for h... (2 pages)View decision -
Decision Reference DRN4843094
29 Nov 2018 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mrs W is unhappy that Lloyds Bank General Insurance Limited (Lloyds) hasn’t accepted a claim under her home insurance policy.backgroundI issued a provisional decision on 9 November 2018 detailing my intention to uphold Mrs W’s complaint. I was minded to require Lloyds to... (5 pages)View decision -
Decision Reference DRN7050641
1 Mar 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that Ageas Insurance Limited has failed to reimburse him for the cost of a boiler repair under his Residential Let Emergency Policy. I’ve previously issued a provisional decision in respect of this complaint. Mr J has provided me with further informati... (2 pages)View decision -
Decision Reference DRN4352449
2 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains on behalf of Mr A and Mr C about a Home Care policy taken out with British Gas Services Limited (“British Gas”). Mr A and Mr C would like a refund of the policy.backgroundThe policy was taken out in June 2011. Under the terms and conditions, the boil... (2 pages)View decision -
Decision Reference DRN-4346778
13 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4346778 The complaint Mr and Mrs C complain about the way UK Insurance Limited handled a home emergency claim. Any reference to UKI includes the actions of its agent. For ease of reading, I’ve referred to Mr C throughout my decision. What happened The events of this complaint are well-... (3 pages)View decision