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 DRN1981706
10 May 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr D is unhappy with the service provided by Inter Partner Assistance SA (“IPA”) under his home emergency insurance policy. backgroundOn 23 September 2016, Mr D made a claim under his policy when his boiler broke down. He had no heating or hot water and considers t... (3 pages)View decision -
Decision Reference DRN-3569544
29 Jun 2022 AWP P&C SA UpheldInsuranceDRN-3569544 The complaint Mr W and Ms W have complained that AWP P&C SA (AWP) has caused them to have to incur costs to an independent contractor following a claim under their home emergency insurance policy when their boiler broke down. Although this is a joint complaint by Mr W and M... (3 pages)View decision -
Decision Reference DRN4977754
6 Oct 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr M complains that Inter Partner Assistance S.A. mishandled his claim on his home emergency insurance.backgroundMr M had a current account with a bank. It included a number of benefits for a monthly fee of £15 (or £10 if he met certain conditions). One of the bene... (3 pages)View decision -
Decision Reference DRN-4798953
20 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4798953 The complaint Mr and Mrs P has complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they made on their home emergency insurance policy. Reference to RSA includes its agents and representatives. What happened The circumstances of this compl... (2 pages)View decision -
Decision Reference DRN-2306503
15 Dec 2020 Domestic & General Insurance Plc UpheldInsuranceDRN-2306503 The complaint Mr E complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr E has a policy with D&G that provides an annual service for his ce... (4 pages)View decision -
Decision Reference DRN2807724
18 Nov 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L complains that Acromas Insurance Company Limited should – under a home emergency policy – reimburse him the cost of a new boiler.background Mr L had a policy underwritten by Acromas. Through its agents, it declined to help when he found he had a problem with his boiler. The adjudic... (2 pages)View decision -
Decision Reference DRN-4325112
31 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4325112 The complaint Mr B complains about the way Admiral Insurance (Gibraltar) Limited handled a home emergency claim. Any reference to Admiral includes the actions of its agent. Mr B is being represented on this complaint, any reference to him includes the comments of his representa... (3 pages)View decision -
Decision Reference DRN-2014948
4 Aug 2020 Amtrust Europe Limited UpheldInsuranceDRN-2014948 The complaintMrs L is dissatisfied with the quality of work carried out by Amtrust Europe Limited (Amtrust) on her boiler and central heating system. She would like the termination fee removed and compensation for the inconvenience caused. What happenedMrs L took out a service... (3 pages)View decision -
Decision Reference DRN2458983
28 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about faulty workmanship by British Gas Insurance Limited engineers when they serviced her boiler under a home care policy. She says its engineers caused a power surge which destroyed her computer. backgroundMrs S had a policy with British Gas that cover... (3 pages)View decision -
Decision Reference DRN2298875
23 Sep 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss W complains that Acromas Insurance Company Limited (“Acromas”) has declined to cover the cost of repairs to her heating system under her home insurance policy.backgroundMiss W had home emergency insurance with Acromas as part of her home insurance policy. She h... (3 pages)View decision