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 DRN3868124
19 Dec 2019 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Miss B’s complaint is about the service provided by Domestic & General Insurance Plc (“D & G”) in relation to a central heating insurance policy. background Miss B held a central heating insurance policy with D & G, since 2002, which included an annual service of the boiler. Du... (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 -
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 -
Decision Reference DRN-5133784
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5133784 The complaint Ms K’s complaint is about the handling of her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In 2023 Ms K contacted British Gas regarding issues she had with her boiler (there were frequent leaks dripping from the... (6 pages)View decision -
Decision Reference DRN-1650445
29 Apr 2020 Inter Partner Assistance SA Not upheldInsuranceDRN-1650445The complaintMr A complains about how Inter Partner Assistance SA dealt with a claim under his home emergency insurance policy. What happenedMr A's boiler stopped working properly, so he called IPA to make a claim.Different parts of the boiler were changed including the pri... (3 pages)View decision -
Decision Reference DRN-5142778
2 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5142778 The complaint Mr O complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr O’s boiler was declared beyond economical repair. Aviva then quoted £2,748 for a replacem... (3 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 pages)View decision -
Decision Reference DRN7206829
9 Aug 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr M says that Society of Lloyd’s mishandled a claim under his home emergency policy.backgroundIn November 2015 Mr M took out a home emergency policy with Lloyd’s. In December 2015 an engineer attended Mr M’s home to conduct an initial service of the boiler.When ... (2 pages)View decision -
Decision Reference DRN5893717
11 Jul 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs H through her relative Mr H complains that Aviva Insurance Limited acted unfairly and unreasonably in relation to a boiler service and care insurance policy. They want Aviva to pay for the costs of a new boiler.backgroundMrs H had a boiler service and care insurance policy with Aviva, ... (3 pages)View decision -
Decision Reference DRN-4385106
9 Oct 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4385106 The complaint Miss L is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled her claim. She had home emergency insurance underwritten by RSA, and complained that she was left without heating and hot water after it tried to repair her boiler. What happen... (5 pages)View decision