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 DRN7347872
2 Aug 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr A complains about how Inter Partner Assistance SA (IPA) has dealt with a claim underhis home emergency policy. He’s unhappy with the delays he experienced and that IPA hasnot covered the cost of a replacement boiler which he has had installed.backgroundI issued a... (3 pages)View decision -
Decision Reference DRN-3408103
13 Apr 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3408103 The complaint Mr D complains that Inter Partner Assistance SA (IPA) says his old central heating boiler was beyond economic repair and has only offered to pay him £250 towards the cost of a replacement under his home emergency insurance policy. References to IPA include the age... (2 pages)View decision -
Decision Reference DRN-3012256
8 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3012256 The complaint Mrs C complains about the way British Gas Insurance Limited (British Gas) dealt with a claim she made under her home emergency cover. What happened Mrs C had had problems with her boiler – which was about 14 years old. So in January 2021 she bought a home emergenc... (2 pages)View decision -
Decision Reference DRN-5071660
4 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5071660 The complaint Mr C has complained about the service he received from Aviva Insurance Limited (Aviva) under a home emergency policy. What happened An Aviva engineer visited Mr C’s home and carried out a boiler service. A couple of months later, Mr C arranged for his own engi... (4 pages)View decision -
Decision Reference DRN6174030
29 Jan 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that Aviva Insurance Limited wouldn’t fix his boiler under his boiler breakdown insurance policy.My references to Aviva include its agents.backgroundIn August 2017 Mr K contacted Aviva to fix his boiler as he thought the boiler had lost pressure. Aviv... (2 pages)View decision -
Decision Reference DRN-4027097
16 Mar 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4027097 The complaint Mr M and Mrs K complain Astrenska Insurance Limited (AI) failed to address underlying issues with his boiler when they made three claims on their home emergency insurance policy. References to Mr M or Mrs K, will include the other. AI are the underwriters of this ... (3 pages)View decision -
Decision Reference DRN-3607529
21 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3607529 The complaint Mr T and Ms T complain that they were mis-sold home emergency cover by Soteria Insurance Limited. What happened Mr T and Ms S have a home insurance policy underwritten by Soteria, which covers their home’s buildings and contents, amongst other things. When they bo... (2 pages)View decision -
Decision Reference DRN5887468
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms W has complained about British Gas Insurance Limited. She isn’t happy about the service she received following a claim under her home emergency insurance policy.backgroundMs W had a number of problems with her boiler over a number of years. British Gas attended o... (2 pages)View decision -
Decision Reference DRN2307095
7 Jun 2013 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr V complains about Acromas Insurance Company Limited’s handling of his home emergency insurance claim, made in relation to a fault with his boiler. All references to Acromas include its administrative agents.backgroundIn September 2011, Mr V registered a claim with Acromas because his ... (2 pages)View decision -
Decision Reference DRN-2434046
16 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2434046 The complaint Mr and Mrs B complain about the service they received from British Gas Insurance Limited (BG) under their home emergency policy. What happened Mr and Mrs B had a policy with BG that covered their heating system for breakdowns, repairs and included an annual servi... (4 pages)View decision