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-4307857
18 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4307857 The complaint Mr and Mrs C complain about how Inter Partner Assistance SA (“IPA”) handled their claim on their home emergency insurance. What happened Mr and Mrs C have home emergency insurance that’s underwritten by IPA. In August 2022 they made a claim after experiencing issu... (3 pages)View decision -
Decision Reference DRN-3340209
28 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3340209 The complaint Mr P complains about the service he received from British Gas Insurance Limited (British Gas) under his HomeCare policy. What happened Mr P says he has held a HomeCare policy with British Gas since 2013, which included the benefit of an annual service. Unfortunate... (3 pages)View decision -
Decision Reference DRN9283259
27 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr U and his wife Mrs J complain that Inter Partner Assistance S.A. (“IPA”) gave poor service under a home emergency insurance policy.backgroundMr U and Mrs J say they have small children living with them. And they say they bought a new central heating boiler at t... (3 pages)View decision -
Decision Reference DRN3105063
24 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr C was unhappy about the time British Gas took to deal with the matter when he had a problem with his heating boiler. And he was also un... (2 pages)View decision -
Decision Reference DRN-4000607
13 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4000607 The complaint Miss L has complained about British Gas Insurance Limited’s (British Gas’) failure to provide a boiler service. She has also complained about the poor customer service she received from British Gas, in relation to her HomeCare Policy. What happened On 23 March 202... (3 pages)View decision -
Decision Reference DRN-3949450
9 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3949450 The complaint Mr C complains about how Aviva Insurance Limited (Aviva) handled a claim for a problem with his boiler under his home emergency policy. References to Aviva include their agents who provide services and deal with claims under the policy. This decision covers Mr C’s... (4 pages)View decision -
Decision Reference DRN-2894925
13 Aug 2021 Aviva Insurance Services UK Limited UpheldInsuranceDRN-2894925 The complaint Mr M has complained that Aviva Insurance Limited (‘Aviva’) unfairly declined to settle his claim under his home insurance policy in connection with a pipework leak What happened Mr M had a home insurance policy with Aviva for the year up until February 2020. In De... (4 pages)View decision -
Decision Reference DRN1132122
5 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Ms G reported an intermittent fault with her boiler. British Gas attended on a number of occasions, but the fault wasn’t resolved.Ms G then ... (2 pages)View decision -
Decision Reference DRN7859542
26 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr K complains his British Gas Insurance Ltd (BGI) homecare insurance policy wouldn’t cover repairs to a gas pipe in his home. And that exclusions in the policy, affecting his gas pipes, weren’t identified by BGI engineers during previous service visits.backgroundMr K has a BGI Homecare in... (5 pages)View decision -
Decision Reference DRN-3710439
21 Oct 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3710439 The complaint Ms H complains about the service provided by Aviva Insurance Limited under her home emergency insurance policy. What happened Ms H has home emergency insurance underwritten by Aviva. The administrator of that policy also provides an annual boiler service. Ms H dec... (3 pages)View decision