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-3339511
1 Mar 2022 Amtrust Europe Limited Not upheldInsuranceDRN-3339511 The complaint Ms N complains that AmTrust Europe Limited is responsible for mishandling a claim on her central heating insurance policy. Where I refer to AmTrust, I include contractors, engineers and others insofar as I hold AmTrust responsible for their acts or omissions. What... (4 pages)View decision -
Decision Reference DRN-2013496
17 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2013496 The complaint Mr H complains that Aviva Insurance Limited (Aviva) incorrectly deemed his boiler beyond economical repair and provided poor service, under his home emergency policy. What happened In December 2019, Mr H’s boiler broke down. Aviva was contacted who sent an enginee... (3 pages)View decision -
Decision Reference DRN-5257286
4 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5257286 The complaint Mr H and Mrs H have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined to deal with a claim under their home emergency policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to h... (3 pages)View decision -
Decision Reference DRN4731731
17 Mar 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that U K Insurance Limited (“UKI”) rejected a claim on his home emergency insurance.backgroundMr B arranged an annual service for his boiler. The engineer who did this told him the boiler was giving out too much carbon monoxide, which meant it couldn’t ... (2 pages)View decision -
Decision Reference DRN-2967326
21 Sep 2021 Amtrust Europe Limited UpheldInsuranceDRN-2967326 The complaint Mr M complains about AmTrust Europe Limited (AmTrust), who cancelled his home emergency policy without discussion. What happened Mr M had a home emergency policy with AmTrust which amongst other things covered him for boiler breakdowns. Mr M’s boiler broke down a... (4 pages)View decision -
Decision Reference DRN4041990
28 Apr 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs T complains that Acromas Insurance Company Limited incorrectly deemed her boiler as beyond economic repair and that she believes that this will prevent her from obtaining insurance in the future.backgroundMrs T contacted Acromas on 5 November 2012 as there was a leak coming from her... (2 pages)View decision -
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 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 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