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-4369075
31 Oct 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4369075 The complaint Mrs S’s complaint is about the service provided by Aviva Insurance Limited when dealing with a claim under her central heating insurance policy. Mrs S is represented in this complaint by Mr K. Whenever I refer to Mrs S in this decision, it should be read as includ... (3 pages)View decision -
Decision Reference DRN-5086062
21 Nov 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5086062 The complaint Miss C complains Evolution Insurance Company Limited (Evolution) misdiagnosed issues with her boiler when she made a claim on her landlord boiler care insurance policy, causing unnecessary costs to herself. And that it unfairly cancelled her policy. Evolution ... (4 pages)View decision -
Decision Reference DRN8797632
15 Jan 2018 National House-Building Council UpheldInsurance (excluding PPI)Mr K complains on behalf of himself, Mr K and Mrs K. They are unhappy that National House-Building Council (NHBC) won’t deal with their claim in respect of a defective heating system relating to the boiler and pump, under their building warranty.backgroundMr K reported... (3 pages)View decision -
Decision Reference DRN8980000
28 Jun 2013 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mrs B complains about Acromas Insurance Company Limited’s handling of her insurance claim for a fault with her boiler. backgroundMrs B held a ‘Home Emergency Response’ insurance policy, underwritten by Acromas. All references to Acromas include its appointed administrative age... (4 pages)View decision -
Decision Reference DRN7434318
11 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P says that British Gas Insurance Limited mishandled a claim under a home emergency policy when the boiler at her tenanted property stopped working. background In February 2018 the boiler at Mrs P’s tenanted property developed a fault and the central heating sto... (4 pages)View decision -
Decision Reference DRN-5609385
9 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5609385 The complaint Ms T’s complaint is about a claim made under the home emergency section of her home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened In late January 2024, Ms T contacted RSA as her boiler was not working. RSA sent a contra... (5 pages)View decision -
Decision Reference DRN9098690
25 Aug 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that the servicing and repairs Acromas Insurance Company Limited (“Acromas”) arranged for their boiler under their home emergency insurance policy were poorly carried out. As a result, they’ve paid over £1,600 for a new replacement boiler, and want ... (3 pages)View decision -
Decision Reference DRN9305779
10 Dec 2015 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr K complains about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A’s (“Mapfre”) service under his home emergency policy.backgroundMr K had various problems with his boiler from February 2015 to March 2015. Each time he called Mapfre to report ... (3 pages)View decision -
Decision Reference DRN6725341
21 Mar 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains that U K Insurance Limited (UKI) unfairly declined a claim he made under his home emergency cover, he’s unhappy with the level of service provided.backgroundMr T has service breakdown cover for home emergencies with UKI. In February 2018 Mr T’s boiler ... (2 pages)View decision -
Decision Reference DRN-2878862
21 Jun 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2878862 The complaint Mr F has complained about the decision of Royal & Sun Alliance Insurance Plc (‘RSA’) to decline his claim relating to his boiler made under a home emergency policy. What happened I have previously issued a provisional decision regarding this complaint. The fol... (5 pages)View decision