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-2827700
23 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2827700 The complaint Mr and Mrs B are unhappy with the service they received from Aviva Insurance Limited following a claim on their boiler breakdown policy. Where I refer to Aviva this includes its agents and claims handlers. What happened Mr and Mrs B had boiler breakdown cover unde... (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 -
Decision Reference DRN-3608289
22 Sep 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3608289 The complaint Mr and Mrs D are unhappy that AA Underwriting Insurance Company Limited (“AA”) declined their claim for a replacement boiler and carpet under their household insurance. What happened Mr and Mrs D’s boiler burst on the 12 March 2021. Water escaping from it spilled ... (5 pages)View decision -
Decision Reference DRN5793445
4 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains about poor claims handling by British Gas Insurance Limited (“BGI”) after her central heating boiler broke down and she called on BGI under her home emergency policy. She is represented in bringing this complaint by her husband Mr C.background Mrs C’s bo... (3 pages)View decision -
Decision Reference DRN6840297
7 May 2020 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mrs J’s complaint is about the handling of a claim under her central heating insurance policywith Amtrust Europe Limited.Amtrust uses agents to handle claims on its behalf. Any reference to Amtrust in this decisionshould be read as including things said and done on its behalf by those agen... (4 pages)View decision -
Decision Reference DRN-1862285
21 Aug 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1862285The complaintMr A is unhappy that British Gas Services Ltd (BG) twice rescheduled his annual boiler service appointment. What happenedMr A had HomeCare Four cover with BG, which included his boiler, heating and plumbing. Two days before BG was due to attend to complete Mr A’s an... (3 pages)View decision -
Decision Reference DRN1319059
12 Nov 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mrs N complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros S.A. gave her poor service under a home emergency policy.backgroundMapfre’s engineers looked at Mrs N’s boiler in December 2012 and March 2013. She complained about the service she received. In its fi... (2 pages)View decision -
Decision Reference DRN9836499
6 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms H complains about British Gas Insurance Limited (“BGI”) failing to arrange her annual service, and the potentially severe consequences of that. background Ms H has home emergency insurance with BGI which covers her for an annual service and repairs to her gas boiler.... (4 pages)View decision -
Decision Reference DRN1781467
13 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (“BGI”) failed to respond promptly when he made a claim under the insurance policy provided when he bought a new gas boiler. backgroundIn July 2015, Mr S bought a new gas central heating boiler. Included in the purcha... (2 pages)View decision -
Decision Reference DRN-4306359
12 Sep 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4306359 The complaint Mrs H has complained about the service provided by Helvetia Global Solutions Ltd (‘Helvetia’) under her home emergency insurance policy. For the avoidance of doubt, ‘Helvetia’ includes its agents, representatives, and contractors in this decision letter. What happ... (4 pages)View decision