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 DRN2978952
21 Jul 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains about Acromas Insurance Company Limited’s handling of his boiler issues. backgroundMr M had boiler cover and made a claim. After a number of engineer visits and some issues over replacement parts and errors in that area his boiler was declared beyond economic repair. M... (1 page)View decision -
Decision Reference DRN-4918176
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4918176 The complaint Miss M has complained about the way Aviva Insurance Limited dealt with a claim she made under her Boiler Breakdown Cover policy. What happened Miss M bought a Boiler Breakdown Cover policy with Aviva in 2020 which she renewed each year. In June 2023 Miss M repo... (4 pages)View decision -
Decision Reference DRN-3961506
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3961506 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited in relation to their home emergency policy. What happened In early 2022, Mr C contacted British Gas about a problem with his boiler. British Gas arranged for an engineer to vi... (3 pages)View decision -
Decision Reference DRN1573088
1 Jun 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance SA damaged his boiler and caused it to need replacing when attending to carry out a repair under his home emergency insurance policy.backgroundMr B reported a fault with his boiler and an IPA engineer attended to repair i... (4 pages)View decision -
Decision Reference DRN0752640
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains British Gas Insurance Limited didn’t complete an annual service on his boiler for a few years; and when it did, it didn’t identify a problem which led to a leak that damaged his boiler beyond economical repair. He also complains gas safety inspections weren’t completed, whic... (3 pages)View decision -
Decision Reference DRN-3488261
19 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3488261 The complaint Mr and Mrs G complain about Aviva Insurance Limited (Aviva) who declined to make a contribution towards a replacement boiler, under their home emergency policy. What happened Mr and Mrs G’s boiler was leaking carbon monoxide. They called an engineer who condemned ... (3 pages)View decision -
Decision Reference DRN-2626221
31 Mar 2021 Astrenska Insurance Limited Not upheldInsuranceDRN-2626221 The complaint Mr R complains that Astrenska Insurance Limited mishandled his claim on a landlord’s home emergency insurance policy. What happened Mr R had a property that he let to a tenant – a young mother with small children. He had a landlord’s home emergency policy for the ... (2 pages)View decision -
Decision Reference DRN7140300
5 Jun 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that Aviva Insurance Limited declined to pay a claim he made under his home emergency insurance policy.All references to Aviva include its agents.backgroundMr A owned a property he rented out. He took out a landlord insurance policy with Aviva which i... (2 pages)View decision -
Decision Reference DRN4041990
28 Apr 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs T complains that Acromas Insurance Company Limited incorrectly deemed her boiler as beyond economic repair and that she believes that this will prevent her from obtaining insurance in the future.backgroundMrs T contacted Acromas on 5 November 2012 as there was a leak coming from her... (2 pages)View decision -
Decision Reference DRN8221348
12 Feb 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr A has complained about the decision of Domestic & General Insurance Plc (“D&G”) to decline his claim for damage to his boiler and cancel his warranty. backgroundMr A made a claim under his policy after his boiler started to display a fault code. Following an initial inspec... (2 pages)View decision