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 DRN-2895032
2 Aug 2021 Aviva Insurance Limited UpheldInsuranceDRN-2895032 The complaint Ms O complains that the service she received from Aviva Insurance Limited (Aviva) when making a claim on her home emergency cover policy was not acceptable, caused unnecessary delays and left her without heating for 2 weeks. There are several parties and represent... (3 pages)View decision -
Decision Reference DRN7361478
3 May 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr K complains that Inter Partner Assistance SA (IPA) damaged his kitchen worktop when repairing his boiler under his home emergency policy. Mr K is represented by his son on this complaint, who I shall call Mr M. For ease I will refer to Mr M throughout the decisio... (3 pages)View decision -
Decision Reference DRN-5824492
18 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5824492 The complaint Mr S is complaining that U K Insurance Limited (‘UKI’) has declined a claim he made on his property’s commercial property insurance policy. What happened In September 2024 Mr S contacted UKI to claim for a leak in his underground pipes which had caused the boil... (3 pages)View decision -
Decision Reference DRN4885378
9 Mar 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr R is unhappy that Aviva Insurance Limited delayed in paying a settlement due to him in respect of his home insurance claim, following an ombudsman’s decision.background Following a claim after a leak at Mr R's property, Aviva completed the repairs. But Mr R c... (2 pages)View decision -
Decision Reference DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision -
Decision Reference DRN5066745
11 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S says British Gas Insurance Limited mishandled a claim under a home emergency policy. backgroundMr S has a HomeCare policy with British Gas that covers his boiler and central heating system.In January 2016 Mr S called British Gas for a fault with his boiler. An... (2 pages)View decision -
Decision Reference DRN7163374
14 Dec 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs J complains that Inter Partner Assistance S.A. was responsible for poor service under a home emergency insurance policy.backgroundWhen her boiler went wrong, Mrs J called her insurer IPA for help. She complained that it left her and her family with a dangerous gas boi... (2 pages)View decision -
Decision Reference DRN-5837681
24 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5837681 The complaint U complains Covea Insurance Plc unfairly declined a claim it made for an escape of water on a property insured by Covea. U is being represented in bringing this complaint by one of its directors, Ms W. For ease, I’ve referred to her, rather than U, in this deci... (3 pages)View decision -
Decision Reference DRN5654474
18 Jul 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mrs B complains that Great Lakes Insurance SE took too long to deal with a claim on her home emergency insurance policy.Where I refer to Great Lakes, this includes its agents and claims handlers.backgroundMrs B has a property which she lets out to tenants. She has a ... (2 pages)View decision -
Decision Reference DRN-3766913
29 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3766913 The complaint Mrs B is unhappy with how Aviva Insurance Limited handled a claim she made on her ‘Landlord Gas Central Heating’ (home emergency) insurance policy. Aviva are the underwriters of this insurance policy. In my decision, any reference to Aviva includes the actions of ... (2 pages)View decision