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-4307857
18 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4307857 The complaint Mr and Mrs C complain about how Inter Partner Assistance SA (“IPA”) handled their claim on their home emergency insurance. What happened Mr and Mrs C have home emergency insurance that’s underwritten by IPA. In August 2022 they made a claim after experiencing issu... (3 pages)View decision -
Decision Reference DRN-3340209
28 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3340209 The complaint Mr P complains about the service he received from British Gas Insurance Limited (British Gas) under his HomeCare policy. What happened Mr P says he has held a HomeCare policy with British Gas since 2013, which included the benefit of an annual service. Unfortunate... (3 pages)View decision -
Decision Reference DRN6890002
21 Jan 2019 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Mr N complains that an engineer appointed by Ambant Underwriting Services Limited (“Ambant”), failed to carry out a service to his boiler.backgroundMr N took out CORGI HomePlan cover, underwritten by Ambant, in November 2016. The cover provided a service of Mr N’s boil... (2 pages)View decision -
Decision Reference DRN-2894925
13 Aug 2021 Aviva Insurance Services UK Limited UpheldInsuranceDRN-2894925 The complaint Mr M has complained that Aviva Insurance Limited (‘Aviva’) unfairly declined to settle his claim under his home insurance policy in connection with a pipework leak What happened Mr M had a home insurance policy with Aviva for the year up until February 2020. In De... (4 pages)View decision -
Decision Reference DRN5622772
14 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that British Gas Insurance Limited gave him poor service under a boiler insurance policy. backgroundBritish Gas did an annual service of Mr T’s boiler in June 2012. About a year later, British Gas said that the exhaust flue was severely corroded. Its engineer said Mr T’s bo... (2 pages)View decision -
Decision Reference DRN2695690
20 Aug 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that U K Insurance Limited (“UKI”) wouldn’t meet the cost of repairing his central heating boiler under his home emergency insurance policy, because it said it was beyond economic repair (“BER”).backgroundMr D had the benefit of a home emergency insurance... (2 pages)View decision -
Decision Reference DRN9492797
28 Sep 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs O complains about the service she received from Ageas Insurance Limited under her home emergency insurance policy.backgroundMrs O complained to Ageas that she’d had to pay privately for repairs to her heating boiler after she’d been wrongly advised it wasn’t covered ... (2 pages)View decision -
Decision Reference DRN-3119420
8 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3119420 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays to repairs to his central heating system. He feels that he was discriminated against and abused during engineer visits. What happened Mr S held cover with British Gas which insured his c... (3 pages)View decision -
Decision Reference DRN2249987
25 Jun 2013 British Gas Services Limited Not upheldBanking and creditMr C complains that he was not told the length or applicable interest rate of a hire-purchase agreement he entered into with British Gas Services Limited in order to buy a new boiler. He says the cost of the interest is greater than the savings generated by the boiler and he would have p... (1 page)View decision -
Decision Reference DRN7374235
24 Jan 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs H complains about the handling of her home emergency claim by the Society of Lloyd’s. backgroundI issued my provisional decision on this matter in November as follows – ‘Mrs H made a claim on her policy for a faulty boiler. Despite a number of visits fromeng... (2 pages)View decision