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-2695043
12 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2695043 The complaint Mrs K complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency policy. What happened Mrs K held a home emergency policy with British Gas that provided repairs in the event of breakdown or damage to the boiler, ce... (5 pages)View decision -
Decision Reference DRN5197567
27 Jun 2019 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr W has complained about the way Great Lakes Insurance SE (Great Lakes) dealt with a claim on his home emergency insurance policy. All references to Great Lakes include its agents. backgroundI issued a provisional decision on this complaint earlier this month and I... (5 pages)View decision -
Decision Reference DRN-2773148
22 Apr 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2773148 The complaint Mr J is unhappy with the way Inter Partner Assistance SA (IPA) handled his claim under the home emergency section of his home insurance policy following the breakdown of his boiler. What happened On 14 August 2019, Mr J contacted IPA to report that his boiler wasn... (3 pages)View decision -
Decision Reference DRN-3855802
30 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3855802 The complaint Mr M complains British Gas Insurance Limited failed to properly service his boiler under his HomeCare insurance policy, resulting in it requiring replacement. What happened In 2022, Mr M says a British Gas engineer carried out an annual service and recommended his... (3 pages)View decision -
Decision Reference DRN-2431582
14 Dec 2020 Aviva Insurance Limited UpheldInsuranceDRN-2431582 The complaint Mr F complains about the way Aviva Insurance Limited has handled claims he made on his home emergency insurance policy. What happened In August 2019, Aviva replaced Mr F’s boiler under its policy cover for boilers which were beyond economic repair. Around a month ... (4 pages)View decision -
Decision Reference DRN-3946399
16 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3946399 The complaint Miss M complains about the service she received when she made a claim under her HomeCare insurance policy with British Gas Insurance Limited (“British Gas”) What happened Miss M has HomeCare cover with British Gas and has done for a numb... (3 pages)View decision -
Decision Reference DRN-3075436
12 Nov 2021 AWP P&C SA UpheldInsuranceDRN-3075436 The complaint Mr P complains about the poor repairs and service he experienced, following a claim under his home emergency policy with AWP P&C SA (AWP). What happened Mr P boiler broke down and he contacted AWP. It accepted the claim and sent an engineer who carried out an... (3 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN2793151
8 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under a landlords’ home emergency insurance policy.backgroundMr M has British Gas insurance cover. Where I refer to British Gas or the insurer I refer to the insurance company by that name and I ... (3 pages)View decision -
Decision Reference DRN8430718
7 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M and Miss R are unhappy with Aviva Insurance Limited’s handling of a claim under their home emergency insurance policy. The policy is held in Miss R’s name but Mr M has represented her in the complaint.backgroundI issued a provisional decision on this matter on 23 ... (6 pages)View decision