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
-
Decision Reference DRN-1499894
19 Aug 2020 Great Lakes Insurance SE Not upheldInsuranceDRN-1499894The complaintMr A is unhappy with the boiler service that was due to be carried out by Great Lakes Insurance SE as part of his home emergency policy. What happenedMr A arranged for his boiler to be serviced as part of his home emergency policy. When the engineer visited, he said... (2 pages)View decision -
Decision Reference DRN-2610960
18 Feb 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2610960 The complaint Mrs R complains that Great Lakes Insurance SE UK Branch (Great Lakes) cancelled her Home Emergency Policy following a fault with her boiler, refusing to pay towards replacing it and causing a delay. What happened Mrs R’s policy with Great Lakes provided for an ann... (3 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 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 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 -
Decision Reference DRN9724341
5 Jul 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs R has complained about Inter Partner Assistance SA (IPA). She feels that it was responsible for causing a leak at her property after it was called out under home emergency policy.background I considered this complaint and outlined my thoughts and the background to th... (2 pages)View decision -
Decision Reference DRN-2698704
7 Apr 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2698704 The complaint Mr and Mrs L complain about how Aviva Insurance Limited handled a claim on their home emergency policy. Both Mr and Mrs L are named policyholders on their Aviva policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the ... (2 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 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