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 DRN2026616
12 Oct 2015 Corgi Homeplan Ltd Not upheldInsurance (excluding PPI)Mr N’s complaint is about the level of service he received from Corgi Homeplan Ltd. Mr N says that following a problem with his central heating he contacted Corgi to carry out the repairs. He says that he was given several appointments but either the engineers faile... (2 pages)View decision -
Decision Reference DRN4024288
5 Jul 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complained that Acromas Insurance Company Limited (Acromas) rejected his claim for a damaged boiler on his boiler and central heating policy. backgroundMr K had boiler and central heating cover through his packaged bank account. This was underwritten by Acromas. H... (2 pages)View decision -
Decision Reference DRN9254232
12 Jun 2017 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Mr M complains about Ambant Underwriting Services Limited’s service under his home care insurance policy.My references to Ambant include its agents.backgroundIn December 2015 Mr M took out home care insurance with the understanding that he’d receive a boiler service and ... (3 pages)View decision -
Decision Reference DRN4429086
13 Jun 2018 Admiral Insurance (Gibraltar) Limited Not upheldInsurance (excluding PPI)Miss H complains about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) responded when her central heating boiler broke down and she asked for its assistance under her boiler emergency insurance policy.background In November 2017, Miss H’s central heating boiler ... (3 pages)View decision -
Decision Reference DRN9440088
31 Dec 2015 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr G is unhappy that Acromas Insurance Company Limited failed to correctly diagnose aproblem with his boiler, which meant he incurred costs for work that was unnecessary.backgroundI issued my provisional decision on this matter in December 2015, an extract from which ... (3 pages)View decision -
Decision Reference DRN-2289314
18 Jan 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2289314 The complaint Mr J complains about the costs Royal & Sun Alliance Insurance Plc (RSA) charged him for handling his claim on his home emergency insurance policy. What happened In March 2020 Mr J’s boiler failed to start. An engineer who came out under his home emergency ins... (3 pages)View decision -
Decision Reference DRN2275885
5 Dec 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs N has complained about Inter Partner Assistance SA (IPA). She isn’t happy about the way it dealt with a claim under her home emergency policy.backgroundMrs N had a problem with her boiler. So she looked to make a claim under her home emergency policy in September 2018. IPA’s engineer a... (2 pages)View decision -
Decision Reference DRN-5995493
5 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5995493 The complaint Mr and Mrs T have complained about the way British Gas Insurance Limited handled a claim they made under their home emergency insurance policy. Reference to British Gas includes its agents and representatives. As Mr T has primarily dealt with things, I’ll refe... (7 pages)View decision -
Decision Reference DRN8325339
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms G complain that British Gas Insurance Limited hasn’t handled their claim under their home emergency policy properly. backgroundMr C and Ms G have a home emergency policy with British Gas. In December 2017, the electrical system in their home became uns... (2 pages)View decision -
Decision Reference DRN-5123530
4 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5123530 The complaint Mr O complains that Domestic & General Insurance Plc (D&G) declined a claim made under his home emergency insurance policy. What happened Mr O has a home emergency insurance policy with D&G which amongst other things, provides cover for boiler brea... (5 pages)View decision