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 4080 results
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Decision Reference DRN-4759537
12 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4759537 The complaint Mr B has complained that British Gas Services Limited (BG), when servicing his boiler, increased the operating temperature and as a consequence Mr B was caused extra costs. What happened Mr B has explained that when BG’s engineers carried out annual services on hi... (2 pages)View decision -
Decision Reference DRN-4054026
30 Mar 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4054026 The complaint Mr P complains on behalf of Mrs P that DAS Legal Expenses Insurance Company Limited delayed in repairing their boiler, under her home emergency cover, and failed to deal adequately with the claim. The matter was mostly dealt with by a claim handling company though... (5 pages)View decision -
Decision Reference DRN-4816084
24 May 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4816084 The complaint Mr T complains that damage was caused to his home by Inter Partner Assistance SA’s (IPA) agent when they were carrying out repairs following a home emergency claim. Where I’ve referred to IPA, this also includes any actions or communication by agents acting on the... (2 pages)View decision -
Decision Reference DRN9440088
31 Dec 2015 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr G is unhappy that Acromas Insurance Company Limited failed to correctly diagnose aproblem with his boiler, which meant he incurred costs for work that was unnecessary.backgroundI issued my provisional decision on this matter in December 2015, an extract from which ... (3 pages)View decision -
Decision Reference DRN-5123530
4 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5123530 The complaint Mr O complains that Domestic & General Insurance Plc (D&G) declined a claim made under his home emergency insurance policy. What happened Mr O has a home emergency insurance policy with D&G which amongst other things, provides cover for boiler brea... (5 pages)View decision -
Decision Reference DRN4429086
13 Jun 2018 Admiral Insurance (Gibraltar) Limited Not upheldInsurance (excluding PPI)Miss H complains about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) responded when her central heating boiler broke down and she asked for its assistance under her boiler emergency insurance policy.background In November 2017, Miss H’s central heating boiler ... (3 pages)View decision -
Decision Reference DRN4467803
12 Apr 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs S complain that Royal & Sun Alliance Insurance plc should pay for a repair under a home emergency policy.backgroundMr and Mrs S have home emergency insurance in the name of a bank. RSA is the insurer responsible for dealing with claims. Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN7347256
20 Aug 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R’s complaint is about the handling of a claim made under her central heating insurance cover with British Gas Insurance Limited.backgroundOn 30 January 2019, Mrs R made a claim under her policy with British Gas as her boiler was cutting out. An engineer attended and got the boiler wor... (3 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 DRN4024288
5 Jul 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complained that Acromas Insurance Company Limited (Acromas) rejected his claim for a damaged boiler on his boiler and central heating policy. backgroundMr K had boiler and central heating cover through his packaged bank account. This was underwritten by Acromas. H... (2 pages)View decision