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 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 DRN6647961
22 Oct 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that Ageas Insurance Limited gave him poor service under an insurance policy which covered his boiler.backgroundMr P’s policy was underwritten by Ageas. He called for help with his central heating and hot water. He complained that Ageas said his boiler ... (2 pages)View decision -
Decision Reference DRN-3081950
3 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3081950 The complaint Mr R complains on his and his daughter’s behalf that when British Gas Insurance Limited (BG) serviced Ms R’s boiler its engineer left it an unsafe state. He also complains about the delays in fixing the issue and that BG’s engineers weren’t qualified to carry out ... (4 pages)View decision -
Decision Reference DRN-4074439
24 Apr 2023 U K Insurance Limited UpheldInsuranceDRN-4074439 The complaint Mrs S complains about U K Insurance Limited (UKI) and the service he received after he made a claim on the Home Emergency (HE) cover included within his home insurance policy. What happened Mrs S held a home insurance policy, underwritten by UKI. This policy inclu... (4 pages)View decision -
Decision Reference DRN1778357
4 Jul 2018 SSE Home Services Limited Not upheldInsurance (excluding PPI)Mrs K has complained about SSE Home Services Limited. She isn’t happy about the way it dealt with a claim under Boiler Rescue Policy.backgroundMrs K took out a policy with SSE after her boiler had broken down. SSE’s engineer attended and highlighted that a number of pro... (2 pages)View decision -
Decision Reference DRN3814243
22 Jun 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Miss F complains about the service she received from the Society of Lloyd’s under her home emergency insurance policy.backgroundMiss F experienced problems with her heating boiler, which ultimately led to it being replaced under her policy.Miss F complained to Lloyd’s about ... (2 pages)View decision -
Decision Reference DRN4027084
6 Aug 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs B complain that Inter Partner Assistance S.A. mishandled their claim on a home assistance insurance policy.backgroundAbout six weeks after they renewed the policy, Mr and Mrs B’s central heating boiler displayed an error code. They called for help and lat... (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 -
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 DRN8009998
4 Oct 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that Aviva Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.background Mrs S had a policy in the name of a home assistance company. Aviva was responsible for dealing with claims. Where I refer to Aviva I include the home... (3 pages)View decision