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
-
Decision Reference DRN-2811040
11 May 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2811040 The complaint Mr and Mrs H complain about the service provided by Inter Partner Assistance SA (IPA) when they made a claim on their home assistance insurance policy. References to IPA include its agents. What happened In April 2020, Mr H contacted IPA to make a claim on his hom... (6 pages)View decision -
Decision Reference DRN-2857736
16 Jun 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2857736 The complaint Mr B complains about Royal and Sun Alliance Insurance PLC (RSA) who deemed his boiler beyond economic repair, following a claim under his home emergency policy. What happened Mr B contacted RSA for the annual service of his boiler. It sent an engineer who after in... (2 pages)View decision -
Decision Reference DRN-5696077
21 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5696077 The complaint Mr J and Mrs J have complained about how Inter Partner Assistance SA (IPA) dealt with a claim under their home emergency policy. What happened Mr J and Mrs J contacted IPA to report they had no heating or hot water. They also told IPA there was a vulnerable ad... (3 pages)View decision -
Decision Reference DRN1534291
25 Feb 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F complains about Acromas Insurance Company Limited’s service under his home emergency policy.backgroundMr F took out a home emergency policy in February 2014. A term of the policy was that his boiler and central heating should be inspected within 42 days of taking ... (2 pages)View decision -
Decision Reference DRN7563539
10 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H is unhappy with her annual service check from British Gas Insurance Limited. She said the engineer damaged and then condemned her boiler.backgroundDuring the service the engineer used a screwdriver to test the cracks and corrosion. In doing this the engineer ma... (2 pages)View decision -
Decision Reference DRN-4998020
18 Sep 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4998020 The complaint Mr B has complained about the way Alwyn Insurance Company Limited (Alwyn) handled a repair, following a claim he made under his home emergency insurance policy with them. What happened Mr B made a claim under his home emergency policy following what he said was... (3 pages)View decision -
Decision Reference DRN3315910
13 Jan 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the way British Gas Insurance Limited handled their home emergency insurance claim. They say British Gas led them to purchase a new boiler unnecessarily.backgroundIn March 2012 an engineer from British Gas completed the annual service of Mr and Mrs T’s boile... (3 pages)View decision -
Decision Reference DRN-3028297
30 Sep 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-3028297 The complaint Mrs H and Mr H complain that Nationwide Building Society won’t refund to them the money that they’ve claimed for the servicing of a boiler. What happened Mr H used his Nationwide credit card in March 2020 to pay £2,528.40 to a supplier for it to supply and fit a r... (2 pages)View decision -
Decision Reference DRN-1429320
11 May 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1429320 The complaintMr and Mrs G complain that Aviva Insurance Limited removed cover for their boiler from their home emergency insurance policy. What happenedMr and Mrs G took out a home emergency policy, which provided cover for their central heating system; plumbing and electrics; ... (3 pages)View decision -
Decision Reference DRN9317753
9 Mar 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance S.A. mishandled his claim on his home emergency insurance.background As a benefit of a bank account, Mr L had home emergency insurance underwritten by IPA. So, when his central heating boiler stopped working, he called f... (2 pages)View decision