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 DRN1216382
9 Nov 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr W complains about delays and poor service by Great Lakes Insurance SE when he made a claim for a faulty boiler under his home emergency insurance policy. My references to Great Lakes include its agents. backgroundOn Sunday 10 September Mr W contacted Great Lakes... (2 pages)View decision -
Decision Reference DRN1682918
23 Sep 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms G is unhappy with the amount of compensation Aviva Insurance Limited has offered her following a claim on her home insurance policy.background In September 2015 Ms G made an escape of water claim on her home insurance policy. Pipes in her bathroom had been leakin... (5 pages)View decision -
Decision Reference DRN2961054
10 May 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M has complained about the way British Gas Insurance Limited (“British Gas”) handled a claim made under his home emergency insurance policy.backgroundMr M holds a HomeCare policy with British Gas, which provides cover for his boiler.In December 2018, Mr M’s Nest pro... (3 pages)View decision -
Decision Reference DRN-2827700
23 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2827700 The complaint Mr and Mrs B are unhappy with the service they received from Aviva Insurance Limited following a claim on their boiler breakdown policy. Where I refer to Aviva this includes its agents and claims handlers. What happened Mr and Mrs B had boiler breakdown cover unde... (3 pages)View decision -
Decision Reference DRN-3557972
21 Jul 2022 U K Insurance Limited Not upheldInsuranceDRN-3557972 The complaint Ms S complains about U K Insurance Limited (UKI) under her home emergency policy. Her complaint is that UKI didn’t deal with a boiler fault that left her without heating or hot water, because they said the boiler had been worked on by a third party. References to ... (3 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision -
Decision Reference DRN7626749
29 Jan 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss J complains about the length of time it took Acromas Insurance Company Limited (“Acromas”) to repair her central heating boiler when she made a claim under her home emergency insurance policy.backgroundMiss J had home emergency cover with Acromas through her bank ... (2 pages)View decision -
Decision Reference DRN-2376263
22 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2376263 The complaint Ms E complains about British Gas Insurance Limited’s handling of a claim under her home insurance policy. What happened Ms E had a Home Care policy with British Gas. This covered her central heating, plumbing and electrical systems. She made a claim in December 20... (4 pages)View decision -
Decision Reference DRN-4207421
27 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4207421 The complaint Mrs W complains about British Gas Insurance Limited’s (BG) level of service, following a claim on her home emergency policy. What happened Mrs W contacted BG as her boiler had broken down. She obtained an appointment online, and was given the earliest available da... (4 pages)View decision -
Decision Reference DRN-3829851
9 Jan 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-3829851 The complaint Miss H complains about Alwyn Insurance Company Limited (Alwyn) who failed to send her, her policy documents and later declined a claim under her home insurance policy. What happened Miss H held a commercial home insurance policy with Alwyn, which included cover fo... (2 pages)View decision