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 DRN2785952
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs J replaced her central heating boiler, following a recommendation from British Gas.Mrs J later discovered that noise from her heatin... (2 pages)View decision -
Decision Reference DRN1137124
5 May 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs D’s complaint is about the service provided in relation to a boiler insurance policy withAviva Insurance Limited.Aviva uses agents to deal with claims on its behalf, so any reference to Aviva in this decisionshould be read as including those agents.backgroundI issued a provisional deci... (5 pages)View decision -
Decision Reference DRN-3233722
15 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3233722 The complaint Mr M complains that British Gas Insurance Ltd declined his claim to repair a leaking gas supply pipe under his home emergency policy. What happened Mr M’s gas supply was turned off at the meter in mid-December 2020. He says the engineer attending told him there wa... (5 pages)View decision -
Decision Reference DRN-2539600
17 Feb 2021 British Gas Services Limited UpheldInsuranceDRN-2539600 The complaint Mr N complains that British Gas Services Limited (BG) cancelled his HomeCare policy by mistake and didn’t provide the service that he’d paid for. What happened In October 2019, Mr N took out a HomeCare Two policy with BG by sending them a cheque for the requested ... (4 pages)View decision -
Decision Reference DRN6631768
12 Nov 2014 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs N complains that Ageas Insurance Limited gave her poor service under the home assistance section of her household insurance policy. backgroundMrs N’s boiler stopped working. She complained about the response from Ageas (including its agents).The adjudicator did not recommend that t... (1 page)View decision -
Decision Reference DRN-4001193
11 Apr 2023 QIC Europe Ltd UpheldInsuranceDRN-4001193 The complaint Mrs K complains about QIC Europe Ltd (“QIC”) for declining her claim for home emergency help. She wants QIC to reimburse her costs of repair, up to the policy limit. What happened Miss K insured her home with QIC from November 2021. Her home insurance policy inclu... (2 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 DRN4548485
18 Jun 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs B believes that Royal & Sun Alliance Insurance Plc’s (“RSA”) engineer caused damage to her boiler while dealing with a claim under her home emergency insurance policy. backgroundMrs B had problems with her boiler from June to November, which required a number ... (3 pages)View decision -
Decision Reference DRN-3969794
5 Apr 2023 Halifax General Insurance Services Limited Not upheldInsuranceDRN-3969794 The complaint Miss D complains that Halifax General Insurance Services Limited mis-sold her home insurance cover, which included home emergency cover. She says they didn’t make it clear that her boiler would only be covered if it was regularly serviced. And because of this the ... (3 pages)View decision -
Decision Reference DRN-3136207
19 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3136207 The complaint Mrs B’s complaint arises from her central heating insurance policy with British Gas Insurance Limited. Mrs B is represented in this complaint by Mr C but for ease, all references in this decision will be to Mrs B. What happened I issued a provisional decision on t... (6 pages)View decision