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-2305101
24 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2305101 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited under their homecare policy. What happened Mr and Mrs C had a homecare agreement with British Gas and they’d received a good service in the past. But in late 2019 a vulnerable... (3 pages)View decision -
Decision Reference DRN4933699
8 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains that British Gas Insurance Limited (“BGI”): failed on a number of occasions to properly repair his central heating boiler when he called on BGI under his home emergency insurance policy; and caused water leaks and damage to his property and possessions.backgroundI issued a... (4 pages)View decision -
Decision Reference DRN-4320228
5 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4320228 The complaint Mr M complains about the way Admiral Insurance (Gibraltar) Limited handled a home emergency claim. Any reference to Admiral includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised eve... (2 pages)View decision -
Decision Reference DRN-3072677
11 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3072677 The complaint Mr and Mrs V have complained that Royal & Sun Alliance Insurance Plc (RSA) has refused to pay for repairs under their home emergency insurance policy. What happened RSA provides the home emergency cover under Mr and Mrs V’s home insurance policy. Mr and Mrs V ... (2 pages)View decision -
Decision Reference DRN-3325733
23 Feb 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3325733 The complaint Mr Y complains about the way Aviva Insurance Limited (Aviva) has handled his claim under his home emergency insurance policy. He’s unhappy that it made the incorrect diagnosis, and this resulted in delays to the repair. Any reference to Aviva includes agents and r... (2 pages)View decision -
Decision Reference DRN2388195
14 Sep 2017 Automobile Association Insurance Services Limited UpheldInsurance (excluding PPI)Miss P complains Automobile Association Insurance Services Limited (the AA) cancelled her home emergency insurance without telling her. backgroundMiss P had AA home emergency insurance. But in October 2016 the AA cancelled it. This was because she had arrears from the previ... (2 pages)View decision -
Decision Reference DRN-5604022
16 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5604022 The complaint Mr W is unhappy with the service provided by AXA Insurance UK Plc (AXA) following a claim made on his home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. AXA has ac... (2 pages)View decision -
Decision Reference DRN6688834
7 Feb 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr K had insurance branded with the name of a home assistance company. Aviva was the insurer responsible for dealing with claims. Where I refe... (3 pages)View decision -
Decision Reference DRN-2265731
29 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2265731 The complaint Mr H complains about the response he received when trying to make a claim on a policy he held with British Gas Insurance Limited (“British Gas”). What happened Mr H held a home emergency policy with British Gas. On 23 December 2019 he called to report that his boi... (2 pages)View decision -
Decision Reference DRN-5351207
21 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5351207 The complaint Mr and Mrs B have complained about how Inter Partner Assistance SA (trading as AXA Assistance) have handled their home emergency claim, under their home insurance policy. What happened The details of what happened here are well known to both parties, so I will ... (2 pages)View decision