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-2719545
30 Mar 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2719545 The complaint Mrs H complains that Inter Partner Assistance SA (‘IPA’) completed an inadequate repair to a mains pipe which caused a further leak and significant damage to her mother’s home. What happened Mrs H had contents insurance policy with IPA which included home emergenc... (5 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 -
Decision Reference DRN-6215321
16 Apr 2026 ERGO UK Specialty Limited Not upheldInsuranceDRN-6215321 The complaint Mrs L complains ERGO UK Specialty Limited has unfairly declined three claims she made for water damage under her contents insurance policy. She complains it also unfairly cancelled her policy and accused her of making fraudulent claims. What happened Mrs L made... (3 pages)View decision -
Decision Reference DRN9180739
3 Aug 2017 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr G complains about the service he received from the Society of Lloyd’s under his home emergency insurance policy. background Mr G reported that his heating system wasn’t working. He later complained to Lloyd’s about the time it had taken to restore heating and hot wate... (4 pages)View decision -
Decision Reference DRN4852504
7 Oct 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs S is unhappy with Inter Partner Assistance SA’s handling of two claims made under her home emergency insurance policy. backgroundMrs S made a claim for a leak in her roof and in relation to a fault with her boiler. IPA came out and repaired the leak to the roof... (3 pages)View decision -
Decision Reference DRN1774587
28 May 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr B has complained about delays on the part of Royal & Sun Alliance Insurance Plc (RSA) in handling a claim under his home insurance policy.backgroundIn November 2017 Mr B made a claim to RSA for fire damage to his underground pipes after his boiler caught ... (2 pages)View decision -
Decision Reference DRN-2958963
13 Sep 2021 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-2958963 The complaint Mr and Mrs N are unhappy that Lloyds Bank General Insurance Limited will not repair damage to their home caused by a leak under their home insurance policy. What happened Mr and Mrs N contacted Lloyds in February 2018 when they discovered a leak from their boiler,... (3 pages)View decision -
Decision Reference DRN-3187272
3 Dec 2021 British Gas Services Limited Not upheldInsuranceDRN-3187272 The complaint Mr B complains about British Gas Services Limited’s handling of two claims he made under his HomeCare Two policy. What happened Mr B has a HomeCare Two policy with British Gas that covers his boiler, controls and central heating including an annual service. About ... (4 pages)View decision -
Decision Reference DRN1706488
17 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by British Gas Insurance Limited (BG) under the HomeCare4 policy he has with them. He complains that BG didn’t carry out an annual service and its negligence has contributed to the damage to his boiler. BackgroundMr B’s British... (3 pages)View decision