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 4034 results
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Decision Reference DRN-3331206
9 May 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3331206 The complaint Mr and Mrs T complain about the service provided by Royal & Sun Alliance Insurance Limited (RSA) under their home emergency insurance policy. Reference to RSA includes agents acting on its behalf. What happened Mr and Mrs T have home insurance with RSA which i... (3 pages)View decision -
Decision Reference DRN8598663
20 Aug 2019 INSURE GROUP LIMITED Not upheldInsurance (excluding PPI)Miss H complains that Insure Group Limited should refund payments of premium under a home emergency insurance policy.backgroundMiss H took out a policy in June 2016. It included repairs of her central heating boiler and an annual service. She agreed to pay a yearly premium of £198.00 by mo... (4 pages)View decision -
Decision Reference DRN9994324
16 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms S complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and I include engineers and others for whose actions I hold that comp... (4 pages)View decision -
Decision Reference DRN-2675158
31 Mar 2021 Astrenska Insurance Limited UpheldInsuranceDRN-2675158 The complaint Ms F has complained about how Astrenska Insurance Limited’s agents dealt with her home emergency insurance claim. I’ve referred to Astrenska throughout this decision for the sake of ease when referring to their agents. We had originally set this complaint up again... (4 pages)View decision -
Decision Reference DRN4261139
29 Nov 2013 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B complains about Inter Partner Assistance SA (“IPA”)’s refusal to reimburse him £290.40 for repairs carried out on his boiler by a private engineer. The circumstances and background to this complaint were set out in my provisional decision in October 2013, as follows:“background ... (4 pages)View decision -
Decision Reference DRN-1973052
27 Aug 2020 Fairmead Insurance Limited Not upheldInsuranceDRN-1973052The complaintMr C has complained that he was mis-sold his home insurance by Legal & General (L&G) as his boiler was over eight years old at the time and therefore excluded from cover provided under the home emergency section of the policy. What happenedIn 2015, Mr C took... (3 pages)View decision -
Decision Reference DRN7004387
30 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs L has complained about the handling of a claim by Inter Partner Assistance SA (‘IPA’) under the home emergency section of her home insurance policy.backgroundMrs L contacted IPA when her boiler stopped working. IPA’s appointed engineer diagnosed the boiler as havi... (3 pages)View decision -
Decision Reference DRN7503342
20 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint arises from a central heating insurance policy provided by British GasInsurance Limited. Mr U is bringing the complaint on behalf of the estate of his late father,Mr K, in whose name the policy was provided.backgroundI issued a provisional decision on this matter in June 202... (6 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN-3034088
7 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3034088 The complaint Mr J complains about the poor service provided by British Gas Insurance Limited when he made a claim under his home emergency insurance policy. Mr J is represented in this complaint by his partner but, for ease, I’ll refer to Mr J throughout. What happened Mr J h... (3 pages)View decision