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
-
Decision Reference DRN3564640
19 Aug 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler and central heating insurance policy. backgroundMrs W has held the boiler insurance policy with British Gas for some time. The cover includes an annual service of the boiler. In April 2... (3 pages)View decision -
Decision Reference DRN7848679
3 May 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance SA (‘IPA’) incorrectly diagnosed a fault with his boiler.backgroundMr S has a home insurance policy with a well know provider. He also has home emergency cover included, provided by IPA.In May 2018, Mr S’s boiler stopped ... (2 pages)View decision -
Decision Reference DRN-3661060
29 Sep 2022 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3661060 The complaint Mr M complains about the repairs Admiral Insurance (Gibraltar) Limited carried out on his boiler following a claim on his home insurance policy. References to Admiral in this decision include the agents who carried out the repairs. What happened Mr M had a home in... (3 pages)View decision -
Decision Reference DRN1066644
20 Jun 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss N complains about Inter Partner Assistance SA’s (‘IPA’) handling of her home emergency insurance claim regarding a gas leak coming from her boiler. All references to IPA include its appointed administrative agents.backgroundIn February 2012, Miss N contacted IPA and reported a gas... (2 pages)View decision -
Decision Reference DRN7048829
23 Jul 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about Inter Partner Assistance SA’s delay in providing information about a home emergency insurance claim to his home insurers, as a result of which he says damage was caused to his property. Mr B also complains about the distress and inconvenience he suffered as a result... (5 pages)View decision -
Decision Reference DRN-3521633
8 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3521633 The complaint Mr E complains about how Aviva Insurance Limited (“Aviva”) handled a claim under his home emergency cover. What happened Mr E has a home emergency policy with Aviva that provides an annual service and emergency breakdown cover for his boiler. In mid-February 2021,... (4 pages)View decision -
Decision Reference DRN-3969088
3 Mar 2023 Inter Partner Assistance SA Not upheldInsuranceDRN-3969088 The complaint Mr R complains about a declined claim he made on his home emergency insurance policy with Inter Partner Assistance SA (‘IPA’). IPA are the underwriters (the insurers) of the relevant section of the policy being complained about here. Part of this complaint concern... (3 pages)View decision -
Decision Reference DRN-1925165
13 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-1925165 The complaint Mrs B is unhappy because she had a new boiler installed following advice from British Gas Insurance Limited (BG) but she doesn’t think the new boiler was necessary. What happened Mrs B had a Homecare Two policy covering her central heating and boiler. The policy i... (4 pages)View decision -
Decision Reference DRN1648662
3 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with delays in the handling of his claim under his central heating insurance policy with caused by British Gas Insurance Limited and says that it caused his boiler to be left in an unsafe state.background British Gas attended Mr A’s property (which... (2 pages)View decision -
Decision Reference DRN9492555
13 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about his home emergency policy with Aviva Insurance Limited (Aviva). backgroundMr R held a home emergency insurance policy with Aviva, which started on 2 October 2017. In January 2018, Mr R contacted Aviva to report a fault with his boiler and make a c... (2 pages)View decision