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
-
Decision Reference DRN2299515
25 Jun 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A has complained that Acromas Insurance Company Limited incorrectly diagnosed a fault with his boiler under his Home Emergency Insurance policy causing him to be without heating and hot water for a week.background Mr A contacted Acromas on 24 November 2012 as he was without heating a... (2 pages)View decision -
Decision Reference DRN2248736
20 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr E believes that British Gas Insurance Limited failed to take reasonable steps to investigate a potential fault when the gas bill in his property dramatically increased.backgroundAn annual service was carried out on Mr E’s boiler under the terms of his policy with British Gas Insuranc... (2 pages)View decision -
Decision Reference DRN-2768724
21 Apr 2021 AXA Assistance (UK) Limited UpheldInsuranceDRN-2768724 The complaint Mr H and Mrs H complained about how AXA Assistance (UK) Limited (AXA) dealt with a claim under their home emergency policy. All references to AXA include contractors working on its behalf. What happened Mr H and Mrs H noticed a small water leak coming through a c... (5 pages)View decision -
Decision Reference DRN-2814933
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2814933 The complaint Mr P complains that British Gas Insurance Limited (“BGI”) provided poor customer service when his central heating boiler broke down, and he called on BGI under his home emergency insurance policy. What happened On 1 December 2020 Mr P contacted BGI and set up a n... (3 pages)View decision -
Decision Reference DRN-3605015
28 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3605015 The complaint Mr J complains about British Gas Service Limited (BGS) and the way they handled the claim he made on his Home Emergency insurance policy. What happened Mr J held a Home Emergency insurance policy provided by BGS for a tenanted property. In September 2021, Mr J’s t... (3 pages)View decision -
Decision Reference DRN0079825
28 Feb 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that Aviva Insurance Limited gave poor service under a home emergency insurance policy.backgroundMr A is a highly-qualified engineer and he teaches engineering.He had a policy branded with the name of a home assistance company. Aviva was the insurer respon... (5 pages)View decision -
Decision Reference DRN8324306
11 Aug 2017 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain that Homeserve Membership Limited (“Homeserve”) mis-sold them a home emergency insurance policy which wasn’t suitable for their central heating system as itdidn’t cover the unvented hot water cylinder (and its controls) included in their system.b... (4 pages)View decision -
Decision Reference DRN-3146222
15 Nov 2021 AWP Assistance UK Ltd UpheldInsuranceDRN-3146222 The complaint Mr P complains about the way that AWP Assistance UK Ltd dealt with his home emergency claim for boiler breakdown. What happened On 10 January 2021 Mr P contacted AWP as his boiler had broken down leaving him and his family without heating or hot water. He was init... (3 pages)View decision -
Decision Reference DRN-3704143
26 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3704143 The complaint Mrs K has complained about the service she received when she contacted AWP P&C SA (AWP) under a Home Emergency policy she holds with Mr K. What happened In October 2021 Mrs K asked for assistance under her Home Emergency plan with AWP. A contractor attended an... (3 pages)View decision -
Decision Reference DRN3730597
12 Dec 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that U K Insurance Limited gave poor service under his home emergency insurance.backgroundMr R had home emergency insurance under which UKI was responsible for dealing with claims. He rang for help with his central heating boiler. Three times UKI sent ... (2 pages)View decision