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 DRN6097076
8 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about the service provided by British Gas Insurance Limited with regard to a boiler and central heating insurance policy. backgroundMr H took out the policy with British Gas in 2010. The cover includes an annual service of the boiler. Mr H called British Gas out on 21 O... (5 pages)View decision -
Decision Reference DRN-2025176
30 Sep 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2025176 The complaint Mr A’s complains that Aviva Insurance Limited (Aviva) rejected his claim under his home emergency cover and deemed his boiler beyond economical repair. References to Aviva include its agents and contractors. What happened On 1 February 2020, Mr A made a claim afte... (3 pages)View decision -
Decision Reference DRN-3653120
20 Sep 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3653120 The complaint Mr W complains about the quote he received from Aviva Insurance Limited (Aviva), to replace his boiler, following a claim under his home emergency policy. What happened Mr W’s boiler broke down and he contacted Aviva to make a claim. It sent an engineer who ultima... (3 pages)View decision -
Decision Reference DRN-3695923
7 Nov 2022 One Insurance Limited Not upheldInsuranceDRN-3695923 The complaint Mr M complains that One Insurance Limited mishandled his claim on a home emergency insurance policy. Where I refer to “One”, I refer to the above-named company and I include employees and others insofar as I hold One responsible for their acts or omissions. What h... (3 pages)View decision -
Decision Reference DRN9635808
17 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundMr K holds the policy with British Gas for a property that he rents out. In early 2018, he made a claim under his policy when the ... (2 pages)View decision -
Decision Reference DRN-4435805
22 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4435805 The complaint Mr and Mrs C complain that British Gas Insurance Limited (BG) damaged their boiler and property. They would like BG to cover the cost of the new boiler and repairs. Mr and Mrs C had home emergency insurance underwritten by BG. The policy is in joint names but, for... (3 pages)View decision -
Decision Reference DRN9291997
24 Oct 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)ComplaintMr and Mrs G are unhappy with the service provided by Aviva Insurance Limited (Aviva) when they made a claim under their boiler breakdown cover. Aviva is the underwriter of the policy and ultimately responsible for the claim made on this boiler breakdown policy. Homeserve administ... (3 pages)View decision -
Decision Reference DRN1201316
3 Feb 2020 Dynamo Cover Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is about a central heating insurance policy sold to him by DynamoCover Limited.backgroundI issued a provisional decision on this matter in January 2020, part of which is copied below: “Mr T wanted to take out central heating insurance in January 2018. He was concerned toma... (4 pages)View decision -
Decision Reference DRN0125370
10 Sep 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F is unhappy with the service provided by Acromas Insurance Company Limited in relation to his home emergency insurance policy and that it has cancelled the policy.backgroundMr F took out the policy online on 11 November 2017. Within around 10 days his boiler develo... (4 pages)View decision -
Decision Reference DRN9069678
17 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Aviva Insurance Limited and its agent S mis-sold a home emergency policy. They want a refund of premiums and compensation.backgroundMr and Mrs H had a gas central heating breakdown policy with Aviva, administered by S. They felt that it had been mis-sold as their... (2 pages)View decision