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-2967467
10 Aug 2021 AWP P&C SA UpheldInsuranceDRN-2967467 The complaint Mr and Mrs A’s complaint is about a declined claim and poor customer service from AWP P&C SA (AWP) under their home emergency insurance policy. Reference to AWP includes its agents. What happened Mr and Mrs A hold a home emergency policy with AWP that covers t... (4 pages)View decision -
Decision Reference DRN-4380338
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4380338 The complaint Miss P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Miss P contacted British Gas to send an engineer to fix her central heating. Several engineers visited and fitted new parts ... (2 pages)View decision -
Decision Reference DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision -
Decision Reference DRN3319054
1 Nov 2017 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs R complains about how Acromas Insurance Company Limited dealt with a claim she made for a faulty boiler on her insurance.backgroundMrs R has various insurance policies protecting her home arranged through her bank. One of them is cover for her boiler and central ... (2 pages)View decision -
Decision Reference DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN0256206
8 Jul 2015 Capital One (Europe) plc UpheldBanking and creditMr S complains that Capital One (Europe) plc will not refund to him the money that he paid for a boiler. His complaint is made against Capital One under section 75 of the Consumer Credit Act 1974. backgroundMr S used his Capital One credit card to pay £2,970 for a ... (2 pages)View decision -
Decision Reference DRN-3260912
19 Jan 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3260912 The complaint Mr M complains that Inter Partner Assistance SA declined his claim to refund the costs incurred in repairing his boiler under his home emergency policy. What happened In February 2021 Mr M contacted Inter as his central heating wasn’t working although the boiler w... (4 pages)View decision -
Decision Reference DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 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 DRN0728974
16 Sep 2013 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr J and Miss L complain about Royal & Sun Alliance Insurance Plc’s (“RSA’s”) delays in resolving a claim under their home emergency insurance policy. Mr J and Miss L also complain that RSA’s engineer caused damage to their boiler during the course of the claim. backgroundMr J and M... (2 pages)View decision