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 DRN0335213
20 Jun 2016 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Miss H complains that Homeserve Membership Limited poorly serviced her boiler causing damage to it under her home emergency policy.backgroundMiss H has held a policy with Homeserve to cover her boiler for several years. In February 2015 a Homeserve engineer attended an... (2 pages)View decision -
Decision Reference DRN-1318288
30 Jul 2020 Inter Partner Assistance SA Not upheldInsuranceDRN-1318288 The complaintMr S has complained that Inter Partner Assistance SA (‘IPA’) has refused to cover the full cost of repairing his boiler under a home emergency insurance policy. What happenedMr S has a home emergency insurance policy. In February 2019 his boiler stopped working, s... (3 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 -
Decision Reference DRN-4094295
8 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4094295 The complaint Mr M and Mrs M have complained about how Aviva Insurance Limited (Aviva) dealt with a claim under their boiler insurance policy. What happened Mr M and Mrs M contacted Aviva to deal with an issue with their boiler. The engineer told them the required part was obso... (2 pages)View decision -
Decision Reference DRN-3672512
7 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3672512 The complaint Mr L and Mrs S complain that when Aviva Insurance Limited replaced the ball valve in their cold-water tank in January 2019, they used the wrong type of valve. This then failed in March 2021 flooding their boiler which had only been fitted in July 2020. They want A... (6 pages)View decision -
Decision Reference DRN-2168848
11 Sep 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2168848The complaintMr S is unhappy with the way in which Inter Partner Assistance SA (IPA) dealt with his homeemergency claim following a breakdown of his boiler.What happenedIn December 2019, Mr S’ boiler broke down and he was without heating and hot water. IPAsent an engineer to his... (3 pages)View decision -
Decision Reference DRN-4623484
1 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4623484 The complaint Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy. He says appointments were cancelled, repairs were not done correctly and as a result he had to buy a new boiler. What happened British Gas attende... (3 pages)View decision -
Decision Reference DRN1538035
22 Nov 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complained about Acromas Insurance Company Limited. They weren’t happy with the way it dealt with a claim under their home emergency insurance policy.backgroundMr and Mrs C made a claim under their home emergency policy as they had a leak from their boiler. An engineer attende... (2 pages)View decision -
Decision Reference DRN3099322
16 Jun 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr M complains that when Inter Partner Assistance SA (“IPA”)’s engineer inspected his boiler to trace a leak, he caused damage to the boiler for which Mr M wants to be reimbursed. backgroundMr M took out a home insurance policy with IPA in 2015. When his boiler lea... (2 pages)View decision -
Decision Reference DRN-1990474
30 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1990474 The complaint Mr P is unhappy that British Gas Insurance Limited (BG) carried out an incomplete repair on his boiler and then withdrew cover. What happened Mr P had HomeCare central heating, plumbing and electrical cover with BG. His new cover included a first repair visit, dur... (3 pages)View decision