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 DRN9694748
11 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss W complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMiss W had a policy in the name of a home assistance company. Aviva was the insurer responsible for dealing with claims. Where I refer to Aviva or the insurer, I ... (3 pages)View decision -
Decision Reference DRN-3909423
20 Jan 2023 AWP P&C SA Not upheldInsuranceDRN-3909423 The complaint Ms M is unhappy that AWP P&C SA (AWP) wrote off her boiler instead of repairing it under her home emergency policy. She’d like AWP to pay for her new boiler. Ms M’s policy was underwritten by AWP, so I’ll refer to this insurer throughout my decision. Any refer... (3 pages)View decision -
Decision Reference DRN7347872
2 Aug 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr A complains about how Inter Partner Assistance SA (IPA) has dealt with a claim underhis home emergency policy. He’s unhappy with the delays he experienced and that IPA hasnot covered the cost of a replacement boiler which he has had installed.backgroundI issued a... (3 pages)View decision -
Decision Reference DRN-3408103
13 Apr 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3408103 The complaint Mr D complains that Inter Partner Assistance SA (IPA) says his old central heating boiler was beyond economic repair and has only offered to pay him £250 towards the cost of a replacement under his home emergency insurance policy. References to IPA include the age... (2 pages)View decision -
Decision Reference DRN-4027097
16 Mar 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4027097 The complaint Mr M and Mrs K complain Astrenska Insurance Limited (AI) failed to address underlying issues with his boiler when they made three claims on their home emergency insurance policy. References to Mr M or Mrs K, will include the other. AI are the underwriters of this ... (3 pages)View decision -
Decision Reference DRN-1397907
17 Apr 2020 OVO (S) HOME SERVICES LIMITED Not upheldInsuranceDRN-1397907 The complaintMiss W complains about SSE Home Services Limited’s service under her boiler insurance cover. What happenedMiss W had boiler insurance cover administered by SSE. In November 2019 Miss W contacted SSE to report that her boiler wasn't providing central heating. S... (2 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-1895351
5 Jun 2020 British Gas Insurance Limited UpheldInsuranceDRN-1895351 The complaintMs R is unhappy with British Gas Insurance Limited (BG) as it declined to pay for a new boiler which she had claimed for under her home emergency policy. What happenedIn December 2017 Ms R contacted BG to make a claim as her boiler had broken down. An engineer was ... (4 pages)View decision -
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 DRN6267599
13 Aug 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about what Aviva Insurance Limited did when he asked it to fix his boiler.backgroundMr H has a home emergency policy with Aviva, for a property he rents out. He told us that he’d recently spent £2,500 on replacing a boiler in the property, because he’d been told it was leaki... (4 pages)View decision