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-1362639
20 May 2020 Inter Partner Assistance SA UpheldInsuranceDRN-1362639 The complaintMr P is unhappy with the offer InterPartner Assistance UK (IPA) made after it damaged his boiler during a repair visit under his home emergency policy. What happenedMr P reported to IPA that his boiler was displaying a fault message. IPA sent out an engineer who sa... (3 pages)View decision -
Decision Reference DRN3607728
9 Jan 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Ms T complains that Inter Partner Assistance SA (or its agents) took premiums for an insurance policy for her boiler – but later said it could not repair it because it was obsolete.backgroundA manufacturer made Ms T’s boiler in about 2001. In 2010 a home services company sold her an in... (2 pages)View decision -
Decision Reference DRN-4591823
22 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4591823 The complaint Mr S has complained about the service he received from Aviva Insurance Limited under his home emergency insurance policy and about the premiums it charged him. This complaint has been brought by Mr and Mrs S but as Mr S is the policyholder, for convenience I’ll ju... (3 pages)View decision -
Decision Reference DRN-1178216
23 Mar 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1178216 The complaintMr and Mrs W complain that British Gas Insurance Limited (British Gas) has been wrongly charging them premiums for a home emergency policy. They say, as parts for their boiler have been obsolete for several years, British Gas shouldn’t have been collecting monthly ... (3 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 DRN-4079376
7 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4079376 The complaint Mr M complains about the service he received from Aviva Insurance Limited after his boiler broke. What happened Mr M held boiler cover, which is underwritten by Aviva. The policy that is relevant to this complaint commenced on 25 February 2022 although Mr M had he... (3 pages)View decision -
Decision Reference DRN-3571683
7 Sep 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3571683 The complaint Mrs K is unhappy with how A Shade Greener (Boilers) LLP (ASG) carried out its obligations to maintain a boiler it supplied to her under a conditional sale agreement. What happened In 2014, Mrs K entered into a regulated conditional sale agreement with ASG for the ... (3 pages)View decision -
Decision Reference DRN-3961506
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3961506 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited in relation to their home emergency policy. What happened In early 2022, Mr C contacted British Gas about a problem with his boiler. British Gas arranged for an engineer to vi... (3 pages)View decision -
Decision Reference DRN1573088
1 Jun 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance SA damaged his boiler and caused it to need replacing when attending to carry out a repair under his home emergency insurance policy.backgroundMr B reported a fault with his boiler and an IPA engineer attended to repair i... (4 pages)View decision -
Decision Reference DRN-4825487
6 Aug 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4825487 The complaint Mr R complained that Zurich Insurance Company Ltd (“Zurich”) unfairly declined his claim under his home insurance policy for a damaged boiler following an escape of water. What happened Mr R made a claim for damage caused by a leak. Following investigation, Zur... (2 pages)View decision