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 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 DRN-4578592
1 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4578592 The complaint Mrs F has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs F contacted British Gas to repair the gas pipework in her home. An engineer visited and found that Mrs F’s property was a... (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 DRN2177180
29 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr P had British Gas insurance for his central heating boiler – which was in a cupboard. About six weeks after British Gas did some work on the boiler... (2 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-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 DRN3983212
31 Mar 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Ms B is unhappy with the repairs carried out by AXA Insurance UK Plc (“AXA”) following a claim on her home insurance.background In August 2018 Ms B had a fire in her home and made a claim on her home insurance. The property needed significant repairs and Ms B had to move out of the propert... (3 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 DRN3363024
13 Jul 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. gave him poor service under a home assistance policy.backgroundMr S lived in his house for a number of years. He then let it - through a property management company - to some tenants. During the winter, they reported ... (2 pages)View decision -
Decision Reference DRN-3307409
14 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3307409 The complaint Mr C complains British Gas Insurance Limited didn’t service his boiler, controls and central heating correctly over a number of years, cancelled an appointment for repairs at the last minute and didn’t reimburse him when he got another engineer to carry out the re... (4 pages)View decision