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 DRN2255238
20 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that British Gas Insurance Limited won’t pay his claim for replacement of his boiler under his HomeCare Insurance policy.backgroundIn October 2017 a British Gas engineer attended Mr M’s let property to carry out a landlord safety check. The following da... (2 pages)View decision -
Decision Reference DRN-3235635
31 Jan 2022 Allianz Global Assistance Not upheldInsuranceDRN-3235635 The complaint Mr B complains that Allianz Global Assistance (Allianz) have declined his claim to either repair or pay a contribution to the replacement of his central heating boiler under his home emergency policy. He wants the claim paid. What happened Mr B inherited a propert... (2 pages)View decision -
Decision Reference DRN-5511603
26 Aug 2025 Aviva UK Digital Limited Not upheldInsuranceDRN-5511603 The complaint Mr H complains about how Aviva UK Digital Limited T/A Quotemehappy.com handled a claim he made under his home emergency insurance following his boiler breaking down. He believes he was mis-sold home emergency insurance. What happened On 27 June 2024, Mr H used... (4 pages)View decision -
Decision Reference DRN-3290811
2 Feb 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3290811 The complaint Ms C has complained about how Astrenska Insurance Limited (Astrenska) dealt with issues with her boiler under her home emergency policy. What happened Ms C contacted Astrenska several times because of issues with her boiler. Astrenska sent engineers, but Ms C rema... (2 pages)View decision -
Decision Reference DRN-3227983
18 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3227983 The complaint Mrs M complains that British Gas Insurance Limited (BG) has failed to repair or replace her boiler under her home emergency policy despite multiple visits. She wants BG to replace the boiler. What happened Mrs M has been represented by her husband but for conviven... (3 pages)View decision -
Decision Reference DRN-5108150
8 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5108150 The complaint Mr and Mrs C’s complaint arises out of their home emergency insurance policy with British Gas Insurance Limited. Mr C has been the main correspondent on the file, so I will refer to him throughout the decision. What happened Mr C contacted British Gas in Novem... (7 pages)View decision -
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 DRN4522055
14 Jul 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance SA (“IPA”) has rejected his claim for a contribution towards the cost of a new boiler.backgroundMr L’s boiler broke down leaving him without heating or hot water. He tried to get it fixed under his home emergency insura... (2 pages)View decision -
Decision Reference DRN5016438
27 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P is unhappy that British Gas Insurance Limited refused to cover a fault with her boiler; cancelled her boiler cover policy and failed to give a full refund. backgroundMrs P took out the policy in August 2013. British Gas carried out an initial inspection of the bo... (2 pages)View decision -
Decision Reference DRN9317753
9 Mar 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance S.A. mishandled his claim on his home emergency insurance.background As a benefit of a bank account, Mr L had home emergency insurance underwritten by IPA. So, when his central heating boiler stopped working, he called f... (2 pages)View decision