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
-
Decision Reference DRN-4414147
24 Oct 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4414147 The complaint Ms K has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler insurance policy. What happened Ms K contacted D&G when she found a fault with her boiler. D&G sent an engineer on a few occasions to try and rep... (4 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 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 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 DRN5903932
24 May 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited didn’t identify a fault with the installation of their boiler. They say this left them at risk for a significant amount of time.background I sent out my provisional decision on this complaint on 26 April 2018 (which... (3 pages)View decision -
Decision Reference DRN-4316359
24 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4316359 The complaint Mr H complains about the way U K Insurance Limited trading as Churchill Insurance dealt with his home emergency claim. Any reference to UKI includes the actions of its agent. What happened The circumstances of this complaint are well known to both parties, so I’ve... (3 pages)View decision -
Decision Reference DRN3524850
8 May 2019 Admiral Insurance (Gibraltar) Limited Not upheldInsurance (excluding PPI)Mr C complains that Admiral Insurance (Gibraltar) Limited is responsible for poor service under his home emergency insurance.backgroundMr C had a home buildings insurance policy that also covered breakdown of his central heating boiler. Admiral was the insurer respons... (2 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-6141145
10 Feb 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-6141145 The complaint Mr M complains Evolution Insurance Company Limited unfairly declined a claim he made on his Home Care policy. What happened In May 2025 Mr M reported an issue with his boiler to Evolution, he said there was a leak coming from a valve. An engineer attended but ... (3 pages)View decision