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 4080 results
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Decision Reference DRN0155083
10 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about the length of time that British Gas Insurance Limited (BG) took to repair a faulty installation, and that it won’t reimburse him for the cost of a new heating system.backgroundMr B had a HomeCare insurance policy with BG that covered his boiler, controls and centr... (4 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 DRN-4562685
5 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4562685 The complaint Ms G is unhappy with the way Aviva Insurance Limited (AIL) handled her claim after her boiler developed problems with the pressure. What happened The background to this complaint is well-known to both parties. So, I’ve set out a summary of what I think are the key... (2 pages)View decision -
Decision Reference DRN-4120019
12 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4120019 The complaint Miss D complains about British Gas Insurance Limited’s handling of her home insurance policy. Miss D is being represented in her complaint by Mr S, I shall refer to him where necessary below. All references to British Gas also include its appointed agents. What ha... (2 pages)View decision -
Decision Reference DRN0244323
17 Nov 2016 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Mr M and Miss S complain about poor service provided by Ambant Underwriting Services Limited (“Ambant”) in respect of their home emergency insurance policy.backgroundMr M and Miss S had a home emergency policy with Ambant, which included an annual boiler service. In ... (2 pages)View decision -
Decision Reference DRN6029624
21 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr G complained to BG about this matter.BG offered Mr G £200 compensation. Mr G thought the compensation should be much higher, so he compl... (2 pages)View decision -
Decision Reference DRN6850539
24 Nov 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that Ageas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundWhen his boiler broke down, Mr M rang for help under the policy. He complained that it took over a week to get his boiler fixed. The adjudicator rec... (2 pages)View decision -
Decision Reference DRN8490121
4 Aug 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr C complains about the service he received from Inter Partner Assistance SA under his home emergency insurance policy.backgroundMr C reported a fault with his boiler to IPA and it appointed a third party engineer who advised Mr C to have repairs carried out which co... (2 pages)View decision -
Decision Reference DRN-2809353
13 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2809353 The complaint A company, which I’ll refer to as S, complains British Gas Insurance Limited reduced the level of cover under a home emergency policy without telling it and mis-diagnosed a fault with the boiler. Mr L, who is a director of S, brings the complaint on S’s behalf. W... (5 pages)View decision -
Decision Reference DRN5914509
18 Jan 2017 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Miss S complains about St Andrew’s Insurance Plc’s handling of a claim made under her home insurance policy.backgroundMiss S made a claim under her policy for subsidence damage. This was accepted and St Andrew’s arranged for a contracting firm to carry out repairs. Mi... (2 pages)View decision