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
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Decision Reference DRN7825349
16 Mar 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B complaint arises from the service provided by Royal & Sun Alliance Insurance plc (“RSA”) in connection with a home emergency insurance policy.RSA uses agents to administer the policy on its behalf and also to deal with claims and complaints. Any reference to RSA in this decision ... (4 pages)View decision -
Decision Reference DRN9895701
28 Jan 2014 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr B complains that Automobile Association Insurance Services Limited (“AA”) mis-sold him a ‘Central Heating Breakdown Cover’ insurance policy. In order to resolve his complaint, Mr B wants AA to reimburse him for the cost of a new boiler, and to refund him the policy premiums paid. ... (3 pages)View decision -
Decision Reference DRN7123189
28 Jan 2016 Swinton Group Ltd UpheldInsurance (excluding PPI).Mr Y thinks he was mis-sold of his Home Emergency insurance policy by Swinton Group Ltd as it didn’t provide cover for his boiler due to its age.backgroundMr Y took out a Home Emergency insurance policy in February 2013 during a phone call with Swinton. In Februar... (2 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN0348525
3 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about the handling of claims and the service provided by British GasInsurance Limited in relation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in June 2020, part of which is copied below:“Mr B has held a central heating ... (11 pages)View decision -
Decision Reference DRN-2478262
5 Mar 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2478262 The complaint Mr H complains about Royal and Sun Alliance Insurance Limited’s (RSA) poor customer service, under his home emergency policy. What happened Mr H booked RSA for an annual service of his boiler. It sent an engineer, who during the service, found that a few parts nee... (3 pages)View decision -
Decision Reference DRN-4238605
4 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4238605 The complaint Mr P complains about the service he received from Inter Partner Assistance SA (“IPA”) after he made a claim under his home emergency policy. IPA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As IPA h... (3 pages)View decision -
Decision Reference DRN0757643
26 Mar 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P are unhappy with the service provided by Aviva Insurance Limited in relation to their central heating insurance policy. backgroundAviva uses claims-handlers to deal with claims on their behalf. Any reference to Aviva in this decision should be read as incl... (3 pages)View decision -
Decision Reference DRN-2878862
21 Jun 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2878862 The complaint Mr F has complained about the decision of Royal & Sun Alliance Insurance Plc (‘RSA’) to decline his claim relating to his boiler made under a home emergency policy. What happened I have previously issued a provisional decision regarding this complaint. The fol... (5 pages)View decision -
Decision Reference DRN-3562859
28 Jul 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3562859 The complaint Mr and Mrs W complain that Inter Partner Assistance SA (IPA) damaged their boiler when carrying out a repair under their home emergency insurance policy. They’d like it to be replaced. They’d also like compensation for the additional costs they incurred to heat th... (5 pages)View decision