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
-
Decision Reference DRN-3188653
2 Feb 2022 Amtrust Europe Limited UpheldInsuranceDRN-3188653 The complaint Mrs C complaints about Amtrust Europe Limited’s (Amtrust) handling of claims she made under her building warranty. What happened In 2014, Mrs C bought a new build property and took out a warranty. While she says she expected some snagging issues with a new build,... (3 pages)View decision -
Decision Reference DRN7643421
29 Aug 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr C and Mr E complain about Inter Partner Assistance SA’s (“IPA”) handling of their home emergency insurance claim for a fault with Mr C’s boiler. All references to IPA include its appointed administrative agents. background In late November 2011, Mr C contacted IPA to register a... (3 pages)View decision -
Decision Reference DRN6543021
11 Aug 2015 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C complains that Acromas Insurance Company Limited mishandled his claim under a central heating boiler insurance policy.backgroundMr C says his family includes a son who has special dietary and other needs. Mr C called for help when – in the winter - his boiler w... (2 pages)View decision -
Decision Reference DRN0347935
19 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the service they received from British Gas Insurance Limited when they made a claim on their home emergency policy.background Mr and Mrs S have had some problems with their boiler. British Gas’s engineers visited their property to carry ... (2 pages)View decision -
Decision Reference DRN7671390
27 Jun 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr M complains that Inter Partner Assistance S.A. declined his claim on his home emergency insurance.backgroundAs part of his home insurance, Mr M has home emergency cover. IPA is the insurer responsible for dealing with claims. So where I refer to IPA or the insurer ... (2 pages)View decision -
Decision Reference DRN8803354
14 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C has complained about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter earlier this month, part of which is copied below: “On 2 March 2018, Mr C called B... (6 pages)View decision -
Decision Reference DRN3716879
22 Sep 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mr E complains that Mapfre Asistencia Compania Internacional De Seguros y Reaseguros S.A. mishandled his claim on a landlord’s emergency insurance policy.background Mr E had a property occupied by tenants. When its boiler broke down, he called Mapfre which sent an engineer. The enginee... (2 pages)View decision -
Decision Reference DRN-1785756
7 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1785756 The complaintMr T complains that his annual boiler service was missed because British Gas Services Limited (BG) sent reminders to an incorrect address. What happenedMr T had Home Care Two home emergency insurance with BG which included an annual boiler service as part of the in... (2 pages)View decision -
Decision Reference DRN7561977
2 Sep 2014 Saga Services Limited UpheldInsurance (excluding PPI)Mr and Mrs S complain that Saga Services Limited mis-sold them a home emergency insurance policy, and as a result a claim was rejected. background Mr and Mrs S took out a home insurance policy, with additional home and heating emergency cover. The following year they made a claim as th... (3 pages)View decision -
Decision Reference DRN-1647156
26 Jun 2020 Inter Partner Assistance SA Not upheldInsuranceThe complaint Mr and Mrs J complain that Inter Partner Assistance S.A. (“IPA”) is responsible for poor service in connection with their home emergency insurance. What happened Where I refer to IPA I include engineers and others insofar as I hold IPA responsible for their actions. Mrs J had... (2 pages)View decision