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 DRN0580402
4 Sep 2018 The Society of Lloyd's Not upheldInsurance (excluding PPI)Ms Y complains about poor handling of her claim by her building insurer Society of Lloyd’s.backgroundIn April 2016 a pipe burst in Ms Y’s neighbour’s home causing damage to her bathroom and kitchen. Ms Y said the work took far too long to complete and Society of... (2 pages)View decision -
Decision Reference DRN-5260172
7 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5260172 The complaint Mr S and Mrs S complain about Liverpool Victoria Insurance Company Limited’s decision to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary he... (7 pages)View decision -
Decision Reference DRN-1281934
18 Feb 2020 Great Lakes Insurance SE Not upheldInsuranceDRN-1281934The complaintMr A complains about the way Great Lakes Insurance SE have handled his claim under his Home Emergency policy. What happenedIn May 2019 Mr A reported to Great Lakes that his boiler wouldn’t turn off. Great Lakes sent an approved contractor out the next day, who inspe... (2 pages)View decision -
Decision Reference DRN-4053412
27 Apr 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4053412 The complaint Mrs P complained that her claim was unfairly declined under her boiler insurance policy with Domestic & General Insurance Plc (“D&G”). Mrs P had representation during the complaint, but for ease and simplicity, I’ll only refer to Mrs P. What happened Mrs P... (2 pages)View decision -
Decision Reference DRN-3218504
4 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3218504 The complaint Mr R complains about the poor service he received from British Gas Insurance Limited (BG), following a claim under his home emergency policy. What happened Mr R contacted BG as his boiler was leaking. It told him that an engineer would attend the same day. No eng... (3 pages)View decision -
Decision Reference DRN-1706207
7 Aug 2020 Aviva Insurance Limited UpheldInsuranceDRN-1706207The complaintMrs C, Mr K and Mr K complain about repairs carried out under a home emergency insurance policy by Aviva Insurance Limited. What happenedMrs C, Mr K and Mr K are the executors of the estate of the sadly deceased Mrs J. They’ve been represented at times in this compl... (3 pages)View decision -
Decision Reference DRN-4083689
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083689 The complaint Miss P complains about the way British Gas Insurance Limited [“BG”] handled a claim she made on her HomeCare home emergency insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Miss P has ... (3 pages)View decision -
Decision Reference DRN-4347140
10 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4347140 The complaint Mr and Mrs B complain about how Admiral Insurance (Gibraltar) Limited handled a claim made under the terms of a boiler emergency policy. Admiral Insurance (Gibraltar) Limited, as the underwriter of the insurance contract, is responsible for this complaint. Referen... (5 pages)View decision -
Decision Reference DRN-5553393
14 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5553393 The complaint Mr and Ms P complains about how Inter Partner Assistance SA (IPA) dealt with a request for home assistance after they experienced issues with the hot water within their home. What happened In March 2024, Mr and Ms P incepted a household insurance policy, which... (6 pages)View decision -
Decision Reference DRN1623607
11 Oct 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about the way Inter Partner Assistance SA (IPA) dealt with two claims he made under his home emergency insurance.backgroundMr B has home emergency cover as part of his packaged bank account. He made a claim in January 2017 because the sink was blocke... (2 pages)View decision