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 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 DRN7775260
16 Jan 2018 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains that Domestic & General Insurance Plc (D&G) gave him poor service under his central heating boiler insurance policy.backgroundA well-known boiler manufacturer made Mr R’s boiler about twenty years ago. And a local tradesman installed it. The trade... (2 pages)View decision -
Decision Reference DRN-4078843
18 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4078843 The complaint Mr G has complained about delays Aviva Insurance Limited caused in carrying out a boiler check when he bought a Heating, Plumbing and Electrics Plus (HPE) agreement. Mr G says the delay resulted in him not having cover when a boiler broke down at a property he ren... (3 pages)View decision -
Decision Reference DRN-3021195
1 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3021195 The complaint Mr T is unhappy with Royal & Sun Alliance Plc’s (RSA) handling of a claim he made under his home emergency policy. What happened Mr T contacted RSA in February 2021 as his boiler had stopped working. An engineer attended the same day. Mr T told the engineer he... (3 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-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision -
Decision Reference DRN-4230251
24 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4230251 The complaint Mrs K complains that UK Insurance Limited trading as Privilege haven’t correctly applied the terms of their policy which apply when a boiler is deemed beyond economic repair (BER). What happened Mrs K holds a heating cover insurance policy with Privilege which of... (3 pages)View decision -
Decision Reference DRN1829211
19 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited (“BGI”) wrongly diagnosed a fault with his central heating system when he claimed under his home emergency insurance policy. As a result he replaced his combination boiler when it wasn’t necessary to do so.backgroundMr ... (2 pages)View decision -
Decision Reference DRN5362558
20 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr and Mrs S called for help when their central heating boiler broke down. They complained that British Gas took too long to replace it.The adjudic... (2 pages)View decision -
Decision Reference DRN-2055879
10 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2055879 The complaint Mr D is unhappy that British Gas Insurance Limited (BG) failed to repair his boiler over the course of a year. What happened Mr D had a HomeCare Four boiler policy with BG. He had already raised a complaint with BG about its failure to repair his boiler and that m... (3 pages)View decision