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 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-6100626
23 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6100626 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited, in particular when they repaired his boiler following a leak. What happened On 14 August 2024 Mr S contacted British Gas to report a leak from his boiler. An engineer inspected the boi... (6 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-5803172
6 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5803172 The complaint Mr S complains about how British Gas Insurance Limited (“British Gas”) dealt with repairs to his boiler and cylinder in a claim on his home emergency insurance policy. What happened Mr S had a home emergency insurance policy from British Gas covering various do... (3 pages)View decision -
Decision Reference DRN-2089984
21 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2089984The complaintMr R complains that Aviva Insurance Limited poorly handled a claim he made under his home emergency policy. What happenedMr R has a home emergency policy underwritten by Aviva and, as it’s responsible for complaints about claims on the policy, I’ll refer to it throu... (2 pages)View decision -
Decision Reference DRN5641217
6 Jul 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that U K Insurance Limited mishandled his claim on his home emergency cover.backgroundAs a benefit of his credit card, Mr R has home emergency cover. UKI is the insurer responsible for dealing with claims. So where I refer to UKI or the insurer, I inclu... (2 pages)View decision -
Decision Reference DRN-3358470
21 Apr 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3358470 The complaint Miss C complains about Inter Partner Assistance SA’s (Inter) handling of her claim under her home emergency policy. What happened Miss C’s central heating broke down. She made a claim to Inter and it sent an engineer to inspect the problem in October 2020. A fault... (3 pages)View decision -
Decision Reference DRN9356395
22 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about negligence and poor customer service he says he received from British Gas Insurance Limited (BG) when his boiler broke down.background Mr H had a HomeCare policy from BG. This was due to expire on 27 November 2018. Mr H told BG on 26 November that he didn’t want to ren... (4 pages)View decision -
Decision Reference DRN-1351431
3 Jun 2020 U K Insurance Limited Not upheldInsuranceDRN-1351431 The complaintMs D complains that U K Insurance Limited (UKI) declined her home emergency insurance claim and about its service. My references to UKI include its agents. Ms D will see that my decision is about a different business to the businesses referred to in correspondence ... (2 pages)View decision -
Decision Reference DRN1176936
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J says British Gas Insurance Limited mishandled his home emergency policy by failing to arrange and carry out an annual service of his boiler. background Mr J had an annual home emergency policy with British Gas. Under the terms of the policy Mr J was entitled to ... (2 pages)View decision