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
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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 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-1650445
29 Apr 2020 Inter Partner Assistance SA Not upheldInsuranceDRN-1650445The complaintMr A complains about how Inter Partner Assistance SA dealt with a claim under his home emergency insurance policy. What happenedMr A's boiler stopped working properly, so he called IPA to make a claim.Different parts of the boiler were changed including the pri... (3 pages)View decision -
Decision Reference DRN7123189
28 Jan 2016 Swinton Group Ltd UpheldInsurance (excluding PPI).Mr Y thinks he was mis-sold of his Home Emergency insurance policy by Swinton Group Ltd as it didn’t provide cover for his boiler due to its age.backgroundMr Y took out a Home Emergency insurance policy in February 2013 during a phone call with Swinton. In Februar... (2 pages)View decision -
Decision Reference DRN5893717
11 Jul 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs H through her relative Mr H complains that Aviva Insurance Limited acted unfairly and unreasonably in relation to a boiler service and care insurance policy. They want Aviva to pay for the costs of a new boiler.backgroundMrs H had a boiler service and care insurance policy with Aviva, ... (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 -
Decision Reference DRN-3652740
22 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3652740 The complaint Mr L has complained that British Gas Insurance Limited (British Gas) was unable to repair a boiler under a home emergency policy. What happened Mr L contacted British Gas to repair a boiler at a rental property he owned. Over a series of visits, engineers inspecte... (3 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN9694748
11 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss W complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMiss W had a policy in the name of a home assistance company. Aviva was the insurer responsible for dealing with claims. Where I refer to Aviva or the insurer, I ... (3 pages)View decision -
Decision Reference DRN-3909423
20 Jan 2023 AWP P&C SA Not upheldInsuranceDRN-3909423 The complaint Ms M is unhappy that AWP P&C SA (AWP) wrote off her boiler instead of repairing it under her home emergency policy. She’d like AWP to pay for her new boiler. Ms M’s policy was underwritten by AWP, so I’ll refer to this insurer throughout my decision. Any refer... (3 pages)View decision