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 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 DRN4120179
21 Jul 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T is unhappy with the level of service he has received from British Gas Insurance Limited, in relation to claims made under his boiler cover insurance policy and kitchen appliance insurance policy.background In March 2013, Mr T contacted British Gas regarding a fault ... (3 pages)View decision -
Decision Reference DRN1201316
3 Feb 2020 Dynamo Cover Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is about a central heating insurance policy sold to him by DynamoCover Limited.backgroundI issued a provisional decision on this matter in January 2020, part of which is copied below: “Mr T wanted to take out central heating insurance in January 2018. He was concerned toma... (4 pages)View decision -
Decision Reference DRN3229765
30 Dec 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr O complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy.backgroundMr O had a policy that covered repairs to his central heating boiler unless the boiler was beyond economic repair (“BER”) – when Aviva would pay £200.00 towar... (2 pages)View decision -
Decision Reference DRN-5094726
29 Oct 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5094726 The complaint Mr L’s complaint is about his central heating insurance policy with Evolution Insurance Company Limited. The parties will see that I’ve changed the ‘respondent’ from the name of the agents that administer the policy and handle claims and complaints on behalf of... (6 pages)View decision -
Decision Reference DRN-4520323
20 Dec 2023 Aviva Insurance Limited UpheldInsuranceDRN-4520323 The complaint Mrs B complains about Aviva Insurance Limited’s handling of boiler health checks under her HomeServe policy. What happened Mrs B holds a HomeServe policy with Aviva. An engineer carried out a health check of Mrs B’s boiler in January 2023, and found a number of is... (3 pages)View decision -
Decision Reference DRN-2698704
7 Apr 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2698704 The complaint Mr and Mrs L complain about how Aviva Insurance Limited handled a claim on their home emergency policy. Both Mr and Mrs L are named policyholders on their Aviva policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the ... (2 pages)View decision -
Decision Reference DRN-3775664
2 Dec 2022 U K Insurance Limited Not upheldInsuranceDRN-3775664 The complaint Mr T complains about U K Insurance Limited (UKI) under the home emergency section of his home insurance policy, about delays in responding to a breakdown of his boiler. References to UKI include their agents who provide services and deal with claims under the poli... (3 pages)View decision -
Decision Reference DRN0548027
25 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited gave her incorrect information about her boiler warranty. backgroundMiss C says when a British Gas salesman gave her a quote for a new boiler he told her it was a good time to change the boiler as the warranty had ... (2 pages)View decision -
Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision