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 DRN7385437
16 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J are unhappy about how British Gas Insurance Limited (“British Gas”) has dealt with them in relation to their HomeCare agreement.backgroundMr and Mrs J’s problems started after they had a new boiler installed in 2002. There were many problems, callouts and ... (2 pages)View decision -
Decision Reference DRN-4475937
24 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4475937 The complaint Mr and Mrs C are unhappy a claim made under their Park Home insurance policy has been declined by Society of Lloyd’s (SoL). Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr and Mrs C’s policy. What hap... (8 pages)View decision -
Decision Reference DRN5236938
28 Nov 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr E has complained about Inter Partner Assistance SA. He isn’t happy about the way a claim under his home emergency insurance was dealt with. backgroundInter Partner repaired Mr E’s boiler in February 2016. Its engineer replaced a valve on the boiler. But Mr E’s tena... (2 pages)View decision -
Decision Reference DRN6466798
15 May 2020 Astrenska Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is about the refusal of a claim under his home emergency insurance policy. The parties will see that I’ve changed the ‘respondent’ from Collinson Insurance Services Limited to Astrenska Insurance Limited. This is because we have no jurisdiction over Collinson Insurance Ser... (2 pages)View decision -
Decision Reference DRN7843739
13 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that they’ve been paying premiums for a home emergency insurance policy that Aviva Insurance Limited says doesn’t cover their boiler. backgroundMr and Mrs M complained to Aviva about this matter. And, being unhappy with its response, they complained ... (2 pages)View decision -
Decision Reference DRN7422437
24 Mar 2017 Clydesdale Financial Services Limited Not upheldBanking and creditMiss P says she is unhappy with the installation of a boiler which she financed in 2014 through a fixed sum loan with Clydesdale Financial Services Limited. backgroundIn summary, Miss P says that the supplier hasn’t installed the boiler properly. And it is causing le... (2 pages)View decision -
Decision Reference DRN6072961
28 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited.backgroundMs M had a HomeCare Two policy with British Gas. This provided cover for her boiler and central heating and included an annual service.Ms M was due to have her annual boiler ... (2 pages)View decision -
Decision Reference DRN3630910
20 Sep 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr B is unhappy with the service he received from Aviva Insurance Limited when he claimed on his home emergency insurance policy. backgroundMr B had an Aviva ‘Homeserve’ home emergency policy. Any reference I make to Aviva includes their agents. Mr B is unhappy with the service he received... (3 pages)View decision -
Decision Reference DRN-4476445
10 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4476445 The complaint Mr S complains about Aviva Insurance Limited (“Aviva”) missing an appointment for a boiler health check and service under his home emergency policy. What happened Mr S arranged an appointment for Aviva to carry out a boiler health check and service of his boiler. ... (2 pages)View decision -
Decision Reference DRN-3765751
7 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3765751 The complaint Mr P complains about his home emergency insurance policy with British Gas. Any reference to British Gas includes the actions of any agents – such as engineers, acting on their behalf. What happened The background to this complaint is well known to both Mr P and Br... (2 pages)View decision