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
-
Decision Reference DRN6276061
24 May 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr K complains that AXA Insurance UK Plc unfairly declined a buildings insurance claim for damage to his boiler.backgroundIn November 2017, Mr K became aware of a problem with his boiler. An engineer looked at it and said the ball valve in the tank had seized. This wa... (2 pages)View decision -
Decision Reference DRN7818655
23 Sep 2014 A Shade Greener (Boilers) Llp UpheldBanking and creditMr C has complained that A Shade Greener (Boilers) LLP has not installed his new boiler to a suitable standard. He has paid for the boiler and installation under a conditional sale agreement.backgroundMr C entered into a conditional sale agreement in December 2013 for a new boiler and its ... (2 pages)View decision -
Decision Reference DRN-3428015
13 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3428015 The complaint Mr J is unhappy that Aviva Insurance Limited declined his claim for a faulty boiler under his home emergency policy. What happened Mr J has a home emergency policy underwritten by Aviva covering his boiler, electrics, and pipes. It was purchased in December 2020 a... (5 pages)View decision -
Decision Reference DRN-3278865
17 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3278865 The complaint Miss H complains that British Gas Insurance Limited failed to identify a problem with her boiler following a call out on her home emergency policy. What happened Miss H had a home emergency policy with British Gas. In November 2020 she made a claim after having pr... (2 pages)View decision -
Decision Reference DRN-4660909
13 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4660909 The complaint Mr N and Mrs P complained that Amtrust Europe Limited (“Amtrust”) failed in repairing their boiler under a home emergency policy and their poor judgement led to Mr N and Mrs P incurring unnecessary charges. What happened Mr N and Mrs P made a claim when their boil... (3 pages)View decision -
Decision Reference DRN9931059
27 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about a Home Emergency Cover policy he has with British Gas Insurance Limited. He’s unhappy about the time and number of visits it took to fix the problems he was having with his boiler. background Mr B has a Home Emergency Cover policy with British Ga... (2 pages)View decision -
Decision Reference DRN-3918312
26 Jan 2023 British Gas Services Limited Not upheldInsuranceDRN-3918312 The complaint Miss B complains British Gas Services Limited (British Gas) mis-sold her central heating breakdown policies. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my decision. Miss B... (2 pages)View decision -
Decision Reference DRN-3075019
14 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3075019 The complaint Mrs F has complained about how Royal & Sun Alliance Insurance Plc (RSA) dealt with a claim under her home emergency policy. I’m aware that Mrs F is represented in this case, but for ease, I will only refer to Mrs F, who is the policyholder. What happened Mrs F... (2 pages)View decision -
Decision Reference DRN9051394
17 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy following a claim he made on his Gas Boiler Breakdown Cover policy with Aviva Insurance Limited.backgroundIn late November Mr H noticed he had a leak from his boiler and called Aviva to make a claim on his policy. It arranged for an engineer to atte... (2 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision