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 DRN9198346
25 Jan 2016 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr C complains that Aviva Insurance Limited mishandled his claim on a home assistance insurance policy.backgroundMr C had breakdown insurance for his central heating boiler. It was in the name of a home assistance company. Aviva was the underwriter responsible for deal... (2 pages)View decision -
Decision Reference DRN-3056026
17 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3056026 The complaint Mrs R has complained that British Gas Insurance Limited (British Gas) caused damage to her home as a result of work it carried out under her home emergency policy. What happened Mrs R contacted British Gas when she found a leak coming from her boiler. An engineer... (5 pages)View decision -
Decision Reference DRN1755139
6 Aug 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mr L complains about how U K Insurance Limited (UKI) handled his home emergency claim. My references to UKI include its agents.Mr L is the policyholder. His wife (Mrs L) represents him in this complaint.backgroundOn 13 February Mr and Mrs L had a leak in their ceili... (3 pages)View decision -
Decision Reference DRN1248390
9 Jan 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs K is unhappy with the standard of workmanship provided by Inter Partner Assistance SA (“IPA”) in dealing with a claim under her home emergency insurance policy. All references to IPA include its claims-handling agents and contractors.backgroundI issued a provisional decision in this ... (3 pages)View decision -
Decision Reference DRN7258158
27 Apr 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs S took out a policy. She complained that – when British Gas first visited – it turned off her boiler and said she would have to pay for a new heat... (2 pages)View decision -
Decision Reference DRN4642951
11 Nov 2020 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr H is unhappy with the way that Zurich Insurance PLC dealt with his landlord insurance claim for flood damage to his let property. background In early March 2018 Mr H made a claim to Zurich after his let property suffered serious water damage. Zurich appointed loss adjusters who in turn... (8 pages)View decision -
Decision Reference DRN-3574422
25 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3574422 The complaint Mr D 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 D had a policy with D&G that provides an annual service for his cen... (3 pages)View decision -
Decision Reference DRN-3070649
14 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3070649 The complaint Mr L has complained that his home was damaged by British Gas Insurance Limited (British Gas) due to works it carried out under his home emergency policy. What happened Mr L had a fault with his boiler. So, British Gas sent an engineer who fitted a new hot water p... (3 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-1621455
15 Mar 2021 Aviva Insurance Limited UpheldInsuranceDRN-1621455 The complaint Mrs G’s representative has complained about Aviva Insurance Limited. She isn’t happy about the way it dealt with a claim under her home emergency insurance policy. What happened Mrs G made a claim under her home emergency policy in January 2018. At the time she wa... (2 pages)View decision