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 4078 results
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Decision Reference DRN2325230
29 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the way British Gas Insurance Limited (BG) dealt with claims he made under his home emergency insurance policy and also about its service.backgroundMr C says he’s had problems with the condensate pipe for his boiler freezing on various occasions sin... (4 pages)View decision -
Decision Reference DRN-4411232
23 Oct 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4411232 The complaint Mr A complains about Inter Partner Assistance SA (“IPA”) and the service they provided after he made a claim on his Home Emergency (“HE”) policy following the breakdown of his boiler. What happened Mr A held a HE insurance policy, underwritten by IPA. Unfortunatel... (3 pages)View decision -
Decision Reference DRN0935579
11 Sep 2017 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with the amount Ambant Underwriting Services Limited (“Ambant”) refunded him when he cancelled his Corgi Home Plan.backgroundMr A took out a Corgi Home Plan which was provided by Ambant. This provided him with a range of benefits. He had insurance to c... (1 page)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 DRN-3663302
31 Aug 2022 Allianz Global Assistance UpheldInsuranceDRN-3663302 The complaint Mr M complains about Allianz Global Assistance (AGA) and the way they handled his claim after his boiler stopped working. What happened On 9 August 2021, Mr M contacted AGA to make a claim on his home emergency insurance policy, after his boiler stopped working. A... (3 pages)View decision -
Decision Reference DRN-1107907
3 Dec 2019 U K Insurance Limited Not upheldInsuranceThe complaint Mr B complains that UK Insurance Limited (“UKI”) won’t pay him the sum it promised him when he made a claim under the home emergency section of his home insurance policy. What happened In November 2018, Mr B’s central heating boiler developed a fault. He called on the enginee... (3 pages)View decision -
Decision Reference DRN5389951
9 Dec 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr K is unhappy with the handling of two claims he made under his home emergency policy with UK Insurance Limited. All references to UK Insurance Limited include the agents it appointed to handle the claims on its behalf.backgroundIn late 2014, Mr K reported that his boil... (3 pages)View decision -
Decision Reference DRN6832904
6 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs S complain that Inter Partner Assistance S.A. mishandled their call for help under their home emergency insurance.backgroundMr and Mrs S’s boiler stopped providing central heating and hot water. IPA gave conflicting information before saying that it wouldn’... (2 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 -
Decision Reference DRN9190160
21 Aug 2017 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr P complains that Great Lakes Reinsurance (UK) SE gave him poor service under a home emergency insurance policy.backgroundMr P twice called for help with his boiler. He complained about the response.The adjudicator recommended that the complaint should be upheld in... (2 pages)View decision