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 DRN7257553
23 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss E complains that British Gas Insurance Limited misled her into buying a new boiler under her home emergency insurance policy.backgroundMiss E complained about this matter to BG.BG rejected Miss E’s complaint but there were delays in its response, so it paid Mis... (4 pages)View decision -
Decision Reference DRN3441208
24 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M’s complaint is about the service provided by Aviva Insurance Limited in relation to his home emergency insurance policy. Aviva Insurance Limited uses agents to deal with claims on its behalf, so any reference to Aviva in this decision should be read as also r... (4 pages)View decision -
Decision Reference DRN-5182537
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5182537 The complaint Mr C complains about UK Insurance Limited (‘UKI’)’s handling of a claim on his home insurance. Mr C’s policy was sold and is administered by a third party company on UKI’s behalf, and all his correspondence has been with this company. However, UKI is the policy... (3 pages)View decision -
Decision Reference DRN-4155035
23 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4155035 The complaint Mr H complains that a British Gas Insurance Limited (British Gas) engineer damaged his boiler beyond repair and caused further damage to a kitchen worktop following a claim he made under his home emergency policy. What happened Mr H says British Gas repaired his b... (3 pages)View decision -
Decision Reference DRN-3902711
10 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3902711 The complaint Mr M complains about British Gas Insurance Limited’s (BG) failure to properly maintain his boiler, under his home emergency policy. What happened Mr M said that he had held boiler cover with BG that included an annual service. He said that following a routine serv... (3 pages)View decision -
Decision Reference DRN-3789487
17 Feb 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3789487 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) treated him unfairly when he claimed on his home emergency policy for boiler repairs. What happened Mr P’s boiler was assessed by an engineer due to a leak. They recommended what they thought wer... (2 pages)View decision -
Decision Reference DRN-3747324
9 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3747324 The complaint Mr G complains that British Gas Insurance Limited (BG), with whom he had home care insurance cover, failed to properly service his boiler in 2020. He said this led to it breaking down and having to be replaced in 2022. What happened Mr G had home care insurance co... (5 pages)View decision -
Decision Reference DRN2484102
5 Sep 2019 Bastion Insurance Co. Ltd UpheldInsurance (excluding PPI)Mr B complains that Bastion Insurance Co. Ltd is responsible for poor service in connection with a home emergency insurance policy.backgroundIn October 2018 Mr B took out a home emergency insurance policy. It was branded with the name of an insurance intermediary. He agreed to pay the year... (5 pages)View decision -
Decision Reference DRN6575589
7 Nov 2017 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Ms C complains about the service she received under a home emergency policy underwritten by Ambant Underwriting Services Limited (“Ambant”).backgroundMs C took out a home emergency policy to cover her central heating boiler, which had been installed in 2008. As part of t... (3 pages)View decision -
Decision Reference DRN-3428015
13 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3428015 The complaint Mr J is unhappy that Aviva Insurance Limited declined his claim for a faulty boiler under his home emergency policy. What happened Mr J has a home emergency policy underwritten by Aviva covering his boiler, electrics, and pipes. It was purchased in December 2020 a... (5 pages)View decision