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 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 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 DRN-4506514
30 Jan 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4506514 The complaint Mr and Mrs W complain that Hastings Insurance Services Limited (Hastings) mis-sold their home insurance policy. What happened Mr and Mrs W bought a home insurance policy with Hastings, via a price comparison website. They said that during the purchase of the polic... (3 pages)View decision -
Decision Reference DRN-2967285
7 Oct 2021 Aviva Insurance Limited UpheldInsuranceDRN-2967285 The complaint Mr V complains about Aviva Insurance Limited’s handling of a claim he made under his home emergency policy. What happened Aviva determined that the boiler was beyond economical repair (BER). Mr V queried why this fault was not identified during earlier repairs. Av... (1 page)View decision -
Decision Reference DRN-3073055
28 Sep 2021 AWP P&C SA UpheldInsuranceDRN-3073055 The complaint Mrs O complained that a repair was delayed, and a further claim was declined under her home emergency policy with AWP P&C SA (“AWP”). What happened Mrs O’s boiler broke down and she made a claim on her policy as she had no hot water. She was told by AWP that s... (4 pages)View decision -
Decision Reference DRN4825018
31 May 2018 Admiral Insurance (Gibraltar) Limited Not upheldInsurance (excluding PPI)Mr T complains that Admiral Insurance (Gibraltar) Limited gave him poor service under a home emergency insurance policy.backgroundMr T had insurance that covered him for the cost of repairs to his central heating boiler – up to a limit of £500.00. Admiral was the insur... (2 pages)View decision -
Decision Reference DRN6040959
22 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss H complains about poor handling of a claim she made under her home emergency policy underwritten by U K Insurance Limited (“UKI”) when her central heating boiler broke down.backgroundMiss H had a home emergency policy through her bank account which was underwritten... (4 pages)View decision -
Decision Reference DRN5677349
29 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas installed a new boiler and a hive thermostat in Mr A’s home. The work wasn’t done under his insurance policy. Mr A subsequentl... (2 pages)View decision