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 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 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-2394908
2 Dec 2020 Aviva Insurance Limited UpheldInsuranceDRN-2394908 The complaint Mr B is unhappy about how Aviva Insurance Limited (Aviva) dealt with issues with his boiler under his home emergency policy. What happened Mr B contacted Aviva because his boiler was leaking. When the engineer attended, he told Mr B that the boiler was beyond econ... (4 pages)View decision -
Decision Reference DRN-5907096
29 Oct 2025 UWI Limited UpheldInsuranceDRN-5907096 The complaint Mrs F and X have complained about the actions taken by UWI Limited (‘UWI’) under their boiler and home cover insurance policy. For the avoidance of doubt, the term ‘UWI’ includes reference to UWI’s agents, contractors and representatives for the purposes of thi... (5 pages)View decision -
Decision Reference DRN-3003410
18 Nov 2021 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3003410 The complaint Mr M complains about Royal & Sun Alliance Insurance Plc, trading as RSA (“RSA”) for its failure to resolve issues of pressure loss from his boiler, and its decision not to provide him with a new boiler. He wants RSA to reimburse him for a new boiler. What happ... (3 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 DRN-3467526
25 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3467526 The complaint Ms C's complaint is about the handling of a claim under her central heating insurance policy with British Gas Insurance Limited. What happened Ms C’s policy includes an annual service of her boiler. She says that during the annual service boiler in September ... (4 pages)View decision -
Decision Reference DRN-5754244
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5754244 The complaint Mr S complains about how Aviva Insurance Limited (Aviva) said it would settle a claim made under his HomeServe plan. Any references to Aviva include its agents. What happened Mr S took out his HomeServe plan, which is underwritten by Aviva, in February 2025. ... (2 pages)View decision -
Decision Reference DRN-4099522
13 Jun 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4099522 The complaint Mr O has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler care policy. What happened Mr O contacted D&G when he found a fault with his boiler. D&G sent an engineer, who had to order a part and then retur... (2 pages)View decision -
Decision Reference DRN-2825442
18 May 2021 British Gas Insurance Limited UpheldInsuranceDRN-2825442 The complaint Mr B has complained about how British Gas Insurance Limited (British Gas) dealt with issues with his boiler under his home emergency policy. What happened Mr B had a HomeCare policy with British Gas for a rental property that he owned. Mr B’s tenants told him tha... (5 pages)View decision