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-6216001
11 Mar 2026 HDI Global Specialty SE UpheldInsuranceDRN-6216001 The complaint Miss W complains HDI Global Specialty SE unfairly declined her claim for malicious damage on her rental property. What happened Miss W made a claim to HDI for malicious damage once her tenants had moved out. She said there was significant damage caused by the ... (7 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-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 DRN8640483
30 Sep 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C complains about the service he received from Acromas Insurance Company Limited under his home emergency insurance policy. backgroundMr C reported an issue with his boiler to Acromas. An engineer attended and said the heat exchanger needed replacing.A second engineer ... (2 pages)View decision -
Decision Reference DRN0584053
7 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J have complained about the way that British Gas Insurance Limited has dealt with a claim under their home emergency insurance policy.backgroundMr and Mrs J had a Homecare Agreement from British Gas Services (BGS) which covered their domestic boiler. They had... (2 pages)View decision -
Decision Reference DRN9679731
14 Aug 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr P complains about poor claims handling by Royal & Sun Alliance Insurance plc (“RSA”) when his central heating system stopped working and he asked RSA for assistance under his home emergency insurance policy.backgroundMr P had a home emergency policy underwritten ... (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 DRN6998690
22 Mar 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs J complain that Inter Partner Assistance S.A. gave poor service under their home emergency insurance.backgroundAs a benefit of a bank account, Mr and Mrs J had home emergency cover from IPA. So when her central heating boiler leaked and stopped working ... (2 pages)View decision -
Decision Reference DRN-2142123
19 Oct 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2142123 The complaint Ms J is unhappy with the service provided when she claimed on her insurance after discovering a leak in her house. What happened Ms J had a home emergency policy, which was underwritten by Aviva. One evening in November 2019, she discovered a leak coming from a wa... (3 pages)View decision