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 DRN5282882
18 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (“BGI”):1.provided poor customer service when he had issues with his central heating boiler and called on BGI under his home emergency policy; and2.shut down his central heating boiler as dangerous which led him to replace it unnecessarily.... (3 pages)View decision -
Decision Reference DRN-3551370
1 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3551370 The complaint Mr D is unhappy with the compensation British Gas Insurance Limited (BG) paid him after it damaged his boiler during a service. What happened Mr D had a home emergency policy with BG, which included an annual boiler service. During the routine check, part of the b... (3 pages)View decision -
Decision Reference DRN-3734072
1 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3734072 The complaint Miss C complains about how British Gas Insurance Limited (British Gas) responded under her home emergency policy when her boiler broke down. References to British Gas in this decision include their agents who provide services under the policy. What happened In Feb... (3 pages)View decision -
Decision Reference DRN3607728
9 Jan 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Ms T complains that Inter Partner Assistance SA (or its agents) took premiums for an insurance policy for her boiler – but later said it could not repair it because it was obsolete.backgroundA manufacturer made Ms T’s boiler in about 2001. In 2010 a home services company sold her an in... (2 pages)View decision -
Decision Reference DRN-2271447
20 Oct 2020 Amtrust Europe Limited Not upheldInsuranceDRN-2271447 The complaint Ms B complains about the way Amtrust Europe Limited dealt with claims she made on her home emergency insurance policy. Ms B’s represented by Mr N. What happened Ms B’s boiler had been experiencing faults over a couple of years. Amtrust’s engineers had attended and... (3 pages)View decision -
Decision Reference DRN-4591823
22 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4591823 The complaint Mr S has complained about the service he received from Aviva Insurance Limited under his home emergency insurance policy and about the premiums it charged him. This complaint has been brought by Mr and Mrs S but as Mr S is the policyholder, for convenience I’ll ju... (3 pages)View decision -
Decision Reference DRN5121734
29 Jun 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr N’s complaint is about the handling of a claim under his home emergency insurance policy with U K Insurance Limited (“UKI”).UKI uses agents to handle claims on its behalf and so all references to UKI in this decision should be read as also including those agents. backgroundI issued a pr... (4 pages)View decision -
Decision Reference DRN3463555
19 Sep 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C’s complaint is about the handling of a claim under his home emergency insurance policy with Aviva Insurance Limited. Aviva uses agents to manage claims on its behalf. As the claims-handling agents were acting on behalf of Aviva, whenever I refer to Aviva in this decision it should be ... (4 pages)View decision -
Decision Reference DRN-2304056
9 Dec 2020 AWP P&C SA Not upheldInsuranceDRN-2304056 The complaint Mr and Mrs A complain that AWP P&C SA is responsible for mishandling their claim on a home emergency insurance policy. What happened Mr and Mrs A had a policy that included cover for their central heating boiler. It provided for repairs up to a limit of £1,000... (3 pages)View decision -
Decision Reference DRN-1639158
22 Jun 2020 Aviva Insurance Limited Not upheldInsuranceThe complaint Mr W complains about the settlement he’s been offered by Aviva Insurance Limited for the costs he incurred in replacing his boiler, after he made a claim on his home emergency insurance policy. What happened On 19 December 2019, Mr W made a claim on his home emergency insuran... (3 pages)View decision