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 4027 results
-
Decision Reference DRN-2240093
9 Oct 2020 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2240093 The complaint Mr S and Mrs S are unhappy about how Royal & Sun Alliance Insurance Plc (RSA) dealt with a claim under their home emergency policy, which was part of their home contents policy. What happened Mr S and Mrs S contacted RSA to make a claim under their home emerge... (3 pages)View decision -
Decision Reference DRN-1421034
16 Jan 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1421034The complaintMr N complains about the service provided by British Gas Insurance Limited (British Gas) when he made a claim under his home emergency insurance policy. What happenedMr N holds a Home Care policy with British Gas that provides servicing and breakdown cover for his b... (3 pages)View decision -
Decision Reference DRN3994716
15 Apr 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms R complains that Aviva Insurance Limited (Aviva) wouldn’t agree to both supply and fit a new boiler when her existing boiler became beyond economic repair (BER).backgroundMs R had a HomeServe boiler insurance policy from Aviva that she took out in 2014. When the policy was due for rene... (2 pages)View decision -
Decision Reference DRN-4310723
14 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4310723 The complaint Mr B has complained that British Gas Insurance Limited (BG) failed to repair his boiler under an insurance policy he believed he had with it, and that a boiler service he had had three months previously was inadequate. He had to pay for a new boiler. What happened... (3 pages)View decision -
Decision Reference DRN-4034107
3 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034107 The complaint Ms P complains about British Gas Insurance Limited (BGI) and the actions they took when servicing her boiler, which she feels led to her boiler being condemned unfairly. What happened Ms P held an insurance policy underwritten by BGI which provided Ms P with an an... (4 pages)View decision -
Decision Reference DRN5121734
29 Jun 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr N’s complaint is about the handling of a claim under his home emergency insurance policy with U K Insurance Limited (“UKI”).UKI uses agents to handle claims on its behalf and so all references to UKI in this decision should be read as also including those agents. backgroundI issued a pr... (4 pages)View decision -
Decision Reference DRN5422389
21 Apr 2020 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Ms J complains that Amtrust Europe Limited has unfairly declined a claim made for her damaged boiler. She has had to pay for repairs herself. She also complains the issues arose because the initial inspection and following boiler services didn’t identify that her boiler had been fitted inc... (3 pages)View decision -
Decision Reference DRN2843509
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include its claims-handlers, engineers and others for whose act... (5 pages)View decision -
Decision Reference DRN-1639158
22 Jun 2020 Aviva Insurance Limited Not upheldInsuranceThe complaint Mr W complains about the settlement he’s been offered by Aviva Insurance Limited for the costs he incurred in replacing his boiler, after he made a claim on his home emergency insurance policy. What happened On 19 December 2019, Mr W made a claim on his home emergency insuran... (3 pages)View decision -
Decision Reference DRN-4805137
20 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4805137 The complaint Mr G’s complaint is about the handling and refusal of a claim under his home emergency insurance policy with HDI Global Specialty SE. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal... (7 pages)View decision