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 DRN-2198011
7 Jan 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2198011 The complaint Mr W and Mrs W complain that Aviva Insurance Limited (Aviva) didn’t provide the free replacement boiler cover included in their home emergency policy. What happened Mr W and Mrs W had home emergency cover with Aviva. The policy was in joint names but, for ease, I’... (3 pages)View decision -
Decision Reference DRN-4006453
28 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4006453 The complaint Miss B complains about Aviva Insurance Limited’s proposed settlement of a claim she made on a home emergency insurance policy. What happened Miss B holds home emergency insurance with Aviva. When her boiler broke down, she made a claim on the policy. Aviva’s engin... (3 pages)View decision -
Decision Reference DRN0333018
30 Sep 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr N complains about the service he received from Inter Partner Assistance SA following aclaim on his home emergency insurance policy for his boiler. Mr N is also unhappy that he had to pay a private engineer to repair his boiler.backgroundMr N’s central heating boil... (2 pages)View decision -
Decision Reference DRN2271172
1 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited won’t reimburse him for the cost of replacing his boiler. He says that a leak which led to his boiler being condemned wasn’t spotted during the annual services carried out under his HomeCare policy.backgroundMr B has a... (3 pages)View decision -
Decision Reference DRN-5186934
3 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5186934 The complaint Mrs O has complained about the service she received from British Gas Insurance Limited (BG) when she had a problem with her boiler and being charged for a procedure she believes was unnecessary. I previously issued a provisional decision in this case. I receiv... (5 pages)View decision -
Decision Reference DRN6045691
12 Jan 2017 Clydesdale Financial Services Limited Not upheldBanking and creditMs E, who is represented by Mr N, complains that Clydesdale Financial Services Limited rejected her claim under Section 75 Consumer Credit Act 1974 in respect of a boiler.background In 2013 Mr N and Ms E had boiler fitted by a company I’ll call B. They say that a... (2 pages)View decision -
Decision Reference DRN-5071660
4 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5071660 The complaint Mr C has complained about the service he received from Aviva Insurance Limited (Aviva) under a home emergency policy. What happened An Aviva engineer visited Mr C’s home and carried out a boiler service. A couple of months later, Mr C arranged for his own engi... (4 pages)View decision -
Decision Reference DRN-5142778
2 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5142778 The complaint Mr O complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr O’s boiler was declared beyond economical repair. Aviva then quoted £2,748 for a replacem... (3 pages)View decision -
Decision Reference DRN4515969
6 Dec 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr P complains about the service he received from The Society of Lloyd’s when he made a claim under his home emergency policy. backgroundIn early November 2015 Mr P’s boiler broke down and he didn’t have any heating or hot water. His household includes his elderly mothe... (2 pages)View decision -
Decision Reference DRN6415015
22 Jan 2015 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr N complains that Acromas Insurance Company Limited mishandled his claim on a home emergency policy.backgroundMr N had a policy underwritten by Acromas. He reported a problem with his boiler. He complained after the insurer or its agents left it in pieces and said it was beyond econom... (2 pages)View decision