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-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 DRN4378010
31 Oct 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr T complains that Royal & Sun Alliance Insurance Plc (“RSA”) have refused his claim for fire damage to his boiler which he says was caused by its failure to properly install the boiler following a flood claim in 2008. backgroundMr T made a claim for flood dam... (4 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 DRN2973674
16 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T has complained that she was mis-led by British Gas Insurance Limited (‘British Gas’) when she called to renew her home emergency insurance policy.backgroundMrs T held a Home Care policy with British Gas. It was due for renewal in October 2017 so she phoned Bri... (3 pages)View decision -
Decision Reference DRN-3547486
27 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3547486 The complaint Mr P complains that British Gas Insurance Limited (BG) provided poor service under his HomeCare policy with them. He feels this led to the failure of his boiler. He’d like full compensation for the new boiler. And a full refund of his HomeCare premium for the year... (5 pages)View decision -
Decision Reference DRN4264601
25 Jan 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Ms C is unhappy with the way her claim for a replacement boiler was dealt with by Society of Lloyd’s under her Homeplan insurance. The policy is a Gas Council branded one and the claim was dealt with by them. But for convenience I shall refer to Lloyd’s throughout.bac... (3 pages)View decision -
Decision Reference DRN-4029667
16 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4029667 The complaint Ms B complains about Aviva Insurance Limited’s handling of a claim on her home emergency insurance. Aviva is the underwriter of this policy (the insurer), so Ms B’s complaint is against Aviva. Ms B bought her policy through an intermediary. This intermediary admin... (5 pages)View decision -
Decision Reference DRN4613022
25 May 2016 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mrs E complains about the way Homeserve Membership Limited dealt with a claim on a home emergency policy.backgroundIn January 2015 Mrs E made a claim when her boiler wasn’t working properly. Homeserve arranged for an engineer to visit and he replaced a defective par... (2 pages)View decision -
Decision Reference DRN4012407
23 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss H complains that British Gas Insurance Limited (British Gas) told her to buy a new boiler when it wasn’t needed under her homecare agreement.Mr C has dealt with the complaint throughout on Miss H’s behalf. backgroundMs H and Mr C live together. Their boiler is ... (3 pages)View decision -
Decision Reference DRN-3661060
29 Sep 2022 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3661060 The complaint Mr M complains about the repairs Admiral Insurance (Gibraltar) Limited carried out on his boiler following a claim on his home insurance policy. References to Admiral in this decision include the agents who carried out the repairs. What happened Mr M had a home in... (3 pages)View decision