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 4078 results
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Decision Reference DRN-5747635
9 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5747635 The complaint Ms I has complained that an engineer sent by Intact Insurance UK Limited (Intact) in response to a home emergency claim caused damaged to her home. References to Intact include companies acting on its behalf. What happened Ms I contacted Intact to make a home... (3 pages)View decision -
Decision Reference DRN3744118
23 Sep 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr W complains that Inter Partner Assistance S.A. gave him poor service under a home assistance insurance policy.backgroundMr W had a house with home assistance insurance underwritten by IPA. He agreed the sale of that house and the purchase of a new one. The central ... (3 pages)View decision -
Decision Reference DRN-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision -
Decision Reference DRN2616577
3 Aug 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr C’s complaint is about the refusal of a claim under his central heating insurance policy with Royal & Sun Alliance Insurance Plc.backgroundMr C made a claim under his policy in January 2019 after his boiler broke down. RSA sent an engineer out the next day. He said there were leaks ... (4 pages)View decision -
Decision Reference DRN-2887347
9 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887347 The complaint Mr J complains that British Gas Insurance Limited damaged his central heating system when carrying out a repair. He would like the company to pay for the cost of replacing the system under his Homecare policy. What happened In February 2018 Mr J contacted British ... (3 pages)View decision -
Decision Reference DRN-4297667
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297667 The complaint Mr R complains British Gas Insurance Limited incorrectly diagnosed a problem with his boiler under his HomeCare insurance policy. What happened The background to the complaint is known to both Mr R and British Gas so I won’t repeat it here. In this decision I’ll f... (2 pages)View decision -
Decision Reference DRN-2663964
19 Apr 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2663964 The complaint Mr N has complained about the service he received from Aviva Insurance Limited (Aviva) under his HomeServe policy when his boiler broke down and needed to be replaced. What happened The background to Mr N’s complaint is well known to both parties and has been refe... (3 pages)View decision -
Decision Reference DRN-6003136
16 Apr 2026 British Gas Insurance Limited Not upheldInsuranceDRN-6003136 The complaint Mr M complains about British Gas Insurance Limited’s handling of claims he made under a central heating insurance policy. What happened Mr M had a central heating insurance policy with British Gas (the policy), that covered repairs to his boiler, controls and c... (4 pages)View decision -
Decision Reference DRN0548027
25 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited gave her incorrect information about her boiler warranty. backgroundMiss C says when a British Gas salesman gave her a quote for a new boiler he told her it was a good time to change the boiler as the warranty had ... (2 pages)View decision -
Decision Reference DRN6008696
8 May 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs C complain that Inter Partner Assistance SA (IPA) mishandled a claim on their home emergency insurance.backgroundMr and Mrs C had home emergency cover underwritten by IPA, which was provided as a benefit of their bank account. They had issues with their boi... (2 pages)View decision