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 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 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-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-3992332
16 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3992332 The complaint Mr T complains British Gas Insurance Limited (“British Gas”) missed service appointments and his boiler hasn’t been serviced for over two years. Mr T wants a refund of his premiums. What happened Mr T has a HomeCare policy with British Gas which provide... (4 pages)View decision -
Decision Reference DRN-2289314
18 Jan 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2289314 The complaint Mr J complains about the costs Royal & Sun Alliance Insurance Plc (RSA) charged him for handling his claim on his home emergency insurance policy. What happened In March 2020 Mr J’s boiler failed to start. An engineer who came out under his home emergency ins... (3 pages)View decision -
Decision Reference DRN-3669790
31 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3669790 The complaint Mrs B complains about the service she received from British Gas Insurance Limited under her HomeCare policy. She believes it should have diagnosed an issue with her radiator during annual services. Mrs B’s daughter brought this complaint to our service. But for cl... (3 pages)View decision -
Decision Reference DRN9803963
12 Apr 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Miss H complains that Aviva Insurance Limited gave her poor service under her home emergency insurance.backgroundMiss H is self-employed. She had home emergency cover underwritten by Aviva. The cover included help to mend her central heating boiler, alternative accommoda... (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 DRN1500176
15 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains (through her son Mr S) that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundAfter her central heating boiler broke down, Mrs S called for help under her British Gas insurance policy. Mr S complained that Br... (2 pages)View decision