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 DRN-3383127
19 Mar 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3383127 The complaint Mr A complains that Astrenska Insurance Limited mishandled his claim on a landlord’s home emergency insurance policy. Where I refer to Astrenska, I include engineers and others insofar as I hold Astrenska responsible for their acts or omissions. What happened Mr A... (3 pages)View decision -
Decision Reference DRN6769986
28 Feb 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Royal & Sun Alliance Insurance Plc (RSA) unduly delayed the provision of emergency boiler repairs, and feel they were misled with regards to the timeliness of the repairs covered under the policy.backgroundMr and Mrs S hold a home eme... (3 pages)View decision -
Decision Reference DRN0543420
4 Jan 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms H complains that Aviva Insurance Limited gave her poor service under a home emergency insurance policy.background Ms H had plumbing and drainage insurance in the name of a home assistance company. Aviva was responsible for dealing with claims. After its engineer f... (2 pages)View decision -
Decision Reference DRN7827963
23 May 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about Inter Partner Assistance SA’s handling of his insurance claim for a fault with his unvented water cylinder. All references to Inter Partner Assistance SA (‘IPA’) include the agents it has appointed to administer claims. background Mr B held a Complete Cover with Heat... (3 pages)View decision -
Decision Reference DRN-5637886
26 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5637886 The complaint Mrs C complains about the service she received from British Gas Insurance Limited under her Homecare policy. Mrs C has largely been represented by Mr C in this complaint, but for ease of reference I shall refer to anything Mr C said on Mrs C’s behalf to have be... (3 pages)View decision -
Decision Reference DRN-3437202
3 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3437202 The complaint Mr H is unhappy with the service he has received from British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr H took out a home emergency policy with British Gas in November 2020, which included an annual boiler service. Mr H ... (3 pages)View decision -
Decision Reference DRN2915684
10 Jan 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr C is unhappy with the handling of a claim under his home emergency insurance policy with Admiral Insurance Company Limited.Admiral uses agents to deal with claims on its behalf. It’s these agents that Mr C was in contact with in relation to his claim. Any refere... (3 pages)View decision -
Decision Reference DRN-4321587
12 Oct 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4321587 The complaint Mr A is unhappy that Royal & Sun Alliance Limited (RSA) declined his claim for accidental damage to his ceiling. What happened Mr A had buildings insurance underwritten by RSA. He claimed under the policy after he noticed dents/cracks in his ceiling. Mr A expl... (3 pages)View decision -
Decision Reference DRN6355558
2 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W complain that British Gas Insurance Limited (BG) isn’t performing an annual boiler service every twelve months.backgroundMr and Mrs W have a Homecare insurance policy with BG. A benefit of the insurance is that BG carries out an annual boiler service. Mr a... (2 pages)View decision -
Decision Reference DRN9873641
16 Jul 2014 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr D complains that Acromas Insurance Company Limited (“AICL”) failed to attend an emergency when he experienced a fault with his boiler. Mr D requests adequate compensation for the distress and inconvenience caused by failing to attend his emergency.backgroundMr D contacted AICL as he... (3 pages)View decision