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-3568562
22 Jul 2022 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3568562 The complaint Mr B has complained about the overall service he received from Liverpool Victoria Insurance Company Limited (“LV”) when dealing with his home emergency claim. What happened Mr B has a home emergency policy with LV, and he made a claim through it for repair to his ... (2 pages)View decision -
Decision Reference DRN-3190609
1 Mar 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3190609 The complaint Mr F complains about a home emergency policy provided by Aviva Insurance Limited. What happened Mr F took out a home emergency policy with Aviva. As part of the initial set up of the policy an engineer was sent to Mr F’s property to complete a check on his boiler.... (2 pages)View decision -
Decision Reference DRN-3660257
7 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3660257 The complaint Mr C complains about British Gas Insurance Limited (“British Gas”) for not carrying out annual services as required and for leaving problems with a flue undetected and unrepaired. He wants British Gas to make changes to its processes and to compensate him for the ... (3 pages)View decision -
Decision Reference DRN8036674
25 Feb 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs Q complains that Inter Partner Assistance S.A. gave her poor service under a home assistance policy.backgroundMrs Q’s boiler broke down in cold weather. She complained about the service under IPA’s policy.The adjudicator did not recommend that the complaint should be upheld. He con... (2 pages)View decision -
Decision Reference DRN-4223985
17 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4223985 The complaint Mr and Mrs G are unhappy with the way in which three claims have been handled by U K Insurance Limited (‘UKI’) on their home (emergency) insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-5649718
24 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5649718 The complaint Mr A complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘Homecare’ boiler insurance policy. Much of Mr A’s unhappiness is with the actions of British Gas’ appointed agents. As British Gas have accepted respon... (3 pages)View decision -
Decision Reference DRN5928572
26 Apr 2013 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Miss J is dissatisfied with Amtrust’s handling of her home emergency insurance claim.backgroundIn March 2011, Miss J had a problem with her boiler and contacted a helpline which appointed an engineer to inspect it. They attended soon after.The engineer ordered the new parts required a... (2 pages)View decision -
Decision Reference DRN6795794
13 Feb 2019 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr S is complaining that Homeserve Membership Limited (‘Homeserve’) cancelled his home emergency insurance policy after his boiler became heavily contaminated and didn’t work properly. He thinks Homeserve caused this contamination. backgroundMr S had a home emergency polic... (3 pages)View decision -
Decision Reference DRN-2822603
28 Jun 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2822603 The complaint Mr and Mrs S complained that their repair was delayed under their home emergency policy with British Gas Insurance Limited (BG). What happened Mr and Mrs S said they contacted BG, informing it their boiler had broken down and they had no heating or hot water. They... (2 pages)View decision -
Decision Reference DRN-2390172
3 Feb 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2390172 The complaint Ms B and Mr B are unhappy with the way British Gas Insurance Limited (BG) handled their annual boiler service appointments. What happened Ms B and Mr B had HomeCare Two home emergency cover, including an annual boiler service, with BG. For ease, I’ll refer only to... (3 pages)View decision