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 DRN7050641
1 Mar 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that Ageas Insurance Limited has failed to reimburse him for the cost of a boiler repair under his Residential Let Emergency Policy. I’ve previously issued a provisional decision in respect of this complaint. Mr J has provided me with further informati... (2 pages)View decision -
Decision Reference DRN-4499286
11 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4499286 The complaint Mr D has complained about his let property insurer U K Insurance Limited (UKI) because it wouldn’t send anyone to assess damage until he’d shown what the likely cause of it was. Also that it then declined the claim. What happened In August 2022 Mr D was made aware... (4 pages)View decision -
Decision Reference DRN-2964154
15 Nov 2021 British Gas Services Limited Not upheldInsuranceDRN-2964154 The complaint Mr and Mrs Q complain about the delays and poor handling of their boiler service under their ‘Central Heating Care’ policy provided by British Gas Services (BG). What happened Mr and Mrs Q had a boiler installed in 2015 by BG which came with a five-year warranty a... (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 DRN7934287
9 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited caused damage to his home when he made a claim under his home emergency insurance policy.backgroundMr A held a Home Care policy with British Gas, which provided cover for his boiler.In May 2018 Mr A experienced ... (3 pages)View decision -
Decision Reference DRN4256449
15 Nov 2018 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mr M complains that two of his radiators stopped working after Domestic & General Insurance Plc (‘D & G’) repaired his boiler under his home emergency insurance policy with it. backgroundMr M called D & G because his boiler wasn’t working properly. The enginee... (2 pages)View decision -
Decision Reference DRN-3074604
15 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3074604 The complaint Mr C has complained about how National Westminster Bank Plc (trading as NatWest) has dealt with his claim in relation to a boiler purchased on his credit card. What happened In November 2019 Mr C paid £2,300 for a replacement boiler and installation. The “Job Desc... (5 pages)View decision -
Decision Reference DRN-3961875
8 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3961875 The complaint Mr S is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for damage to his boiler. What happened Aviva are the underwriters of this policy. Part of this complaint concerns the actions of the agent, company H. As Aviva have acc... (5 pages)View decision -
Decision Reference DRN9825798
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains about the level of service she received from British Gas Insurance Limited after she claimed under a home emergency policy. background In 2013 and 2014 Ms B had problems with the boiler in a property she owns, which she rents out to tenants. She claime... (4 pages)View decision -
Decision Reference DRN4843094
29 Nov 2018 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mrs W is unhappy that Lloyds Bank General Insurance Limited (Lloyds) hasn’t accepted a claim under her home insurance policy.backgroundI issued a provisional decision on 9 November 2018 detailing my intention to uphold Mrs W’s complaint. I was minded to require Lloyds to... (5 pages)View decision