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 DRN7508247
9 Mar 2020 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained about the delays he’s experienced as a result of the way Ageas Insurance Limited (Ageas) has handled his claim for damage caused to his property by an escape of water from a newly installed boiler. backgroundIn June 2017 Mr C found water leaking from the boiler in his k... (3 pages)View decision -
Decision Reference DRN-2942755
10 Aug 2021 AWP P&C SA UpheldInsuranceDRN-2942755 The complaint Mrs O complains about the way AWP P&C SA handled a claim she made on her home emergency insurance policy What happened In January 2020, Mrs O’s boiler broke down, leaving her without any heating or hot water. She made a claim on her home emergency insurance po... (2 pages)View decision -
Decision Reference DRN1477961
21 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (BG) failed to provide a satisfactory annual service of her boiler under her HomeCare policy.backgroundMrs L had a HomeCare policy with BG for several years. An annual boiler service, which she received as part of the policy, was due in Ma... (3 pages)View decision -
Decision Reference DRN3163090
22 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he’s received from British Gas Insurance Limited under home emergency cover. He says his boiler has broken down numerous times since he took out the cover in 2014; that British Gas Insurance Limited has only provided temporary fixes; and that it has damaged... (3 pages)View decision -
Decision Reference DRN-2783219
28 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2783219 The complaint Mr V complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policies. What happened We categorise his British Gas Homecare policies as home emergency policies. That is notwithstanding that ther... (3 pages)View decision -
Decision Reference DRN-1090427
18 Oct 2019 U K Insurance Limited Not upheldInsuranceDRN-1090427 The complaintMrs I is unhappy that a claim made under her property owners insurance policy for a boiler breakdown has been declined by U K Insurance Limited (UKI). What happenedThe boiler in Mrs I’s let property stopped working and she reported this to UKI, her landlord insuran... (2 pages)View decision -
Decision Reference DRN-4352133
5 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4352133 The complaint Mr K has complained about the service he received from British Gas Insurance Limited (‘British Gas’) in relation to an appointment he scheduled for his boiler to be serviced. What happened Mr K took out a HomeCare policy with British Gas in January 2023. He booked... (3 pages)View decision -
Decision Reference DRN1437369
2 Feb 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr J complains about the service he received from Inter Partner Assistance SA under his home emergency insurance policy.backgroundMr J complained to IPA about the service he received when he reported a problem with his heating system. And, being unhappy with its respon... (4 pages)View decision -
Decision Reference DRN2506265
9 Jan 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr V complained because Royal & Sun Alliance Insurance Plc (“RSA”) declined his claim for water damage to his property. He was also unhappy with the way his claim had been handled eg no reply to letters, no assessor being sent to inspect the damage.background Mr V lodged a claim ... (4 pages)View decision -
Decision Reference DRN-3073055
28 Sep 2021 AWP P&C SA UpheldInsuranceDRN-3073055 The complaint Mrs O complained that a repair was delayed, and a further claim was declined under her home emergency policy with AWP P&C SA (“AWP”). What happened Mrs O’s boiler broke down and she made a claim on her policy as she had no hot water. She was told by AWP that s... (4 pages)View decision