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 DRN6131128
6 May 2020 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C has complained that his boiler was damaged by engineers who were sent to carry out repairs under his Home Emergency Cover policy. He says the additional damaged caused led to the boiler being declared beyond economic repair (“BER”). Mr C’s Home Emergency Cover policy was underwritten ... (6 pages)View decision -
Decision Reference DRN7048829
23 Jul 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about Inter Partner Assistance SA’s delay in providing information about a home emergency insurance claim to his home insurers, as a result of which he says damage was caused to his property. Mr B also complains about the distress and inconvenience he suffered as a result... (5 pages)View decision -
Decision Reference DRN-5175771
13 Dec 2024 Covea Insurance plc UpheldInsuranceDRN-5175771 The complaint Ms B has complained about her holiday home insurer Covea Insurance plc because it has declined her claim for her boiler which was found to be damaged after a night of unusually low, below freezing temperatures where pipes had burst. What happened In January 20... (3 pages)View decision -
Decision Reference DRN0486094
20 Nov 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr A’s complaint is about the handling of a claim under his home emergency insurancepolicy with Royal & Sun Alliance Insurance Plc (“RSA”).backgroundI issued a provisional decision on this matter in October 2019, part of which is set out below: “On 14 February 2018, Mr A notified RSA t... (6 pages)View decision -
Decision Reference DRN-4361659
3 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4361659 The complaint Mr A has complained about the service provided by British Gas Insurance Limited in relation to his boiler and central heating insurance policy. What happened Mr A has had a boiler and central heating insurance policy with British Gas since 2011 for a property he l... (7 pages)View decision -
Decision Reference DRN-5852195
3 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5852195 The complaint Mr P has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his boiler insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its representatives and agents for the purposes of this d... (3 pages)View decision -
Decision Reference DRN-2273254
4 Nov 2020 U K Insurance Limited Not upheldInsuranceDRN-2273254 The complaint Mr A and Mrs H are unhappy about how UK Insurance Limited (UKI) dealt with their claim under their home emergency policy when their boiler stopped working. What happened Mr A and Mrs H’s boiler stopped working. So, they contacted UKI to arrange for an engineer to ... (3 pages)View decision -
Decision Reference DRN-5663830
11 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5663830 The complaint Mr C is unhappy that British Gas Insurance Limited condemned his boiler after he made a claim under his home emergency insurance policy. What happened Mr C had a policy with British Gas that provided (amongst other things) breakdown cover for his boiler. On 9 ... (2 pages)View decision -
Decision Reference DRN-3588218
2 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588218 The complaint Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include engineers and others insofar as ... (4 pages)View decision -
Decision Reference DRN-3273255
1 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3273255 The complaint Mr K complains about the level of service received from British Gas Insurance Limited following a claim against his homecare policy. What happened Mr K’s boiler was deemed unrepairable by British Gas in October 2020. As such, they advised him to replace the boiler... (3 pages)View decision