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 DRN3026506
29 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms B’s complaint is about the handling of a claim under her central heating insurance policy with Royal & Sun Alliance Insurance Plc (“RSA”).backgroundMs B has held the policy with RSA for a number of years. She made a claim under the policy in December 2018, as her boiler was leaking ... (3 pages)View decision -
Decision Reference DRN-1512565
30 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1512565 The complaintMr W and the Estate of Mrs W complain that British Gas Insurance Limited (BG) has broken their boiler and won’t repair or replace it. This left them without heating and hot water over winter. Mr W and Mrs W took out a home emergency insurance with BG in November 20... (3 pages)View decision -
Decision Reference DRN-4588581
7 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4588581 The complaint Mrs V’s complaint is about the service provided British Gas Insurance Limited in relation to a central heating insurance policy. Mrs V is represented in this complaint by her son but for ease I will refer to Mrs V only. What happened Mrs V’s policy provides cover ... (4 pages)View decision -
Decision Reference DRN5121734
29 Jun 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr N’s complaint is about the handling of a claim under his home emergency insurance policy with U K Insurance Limited (“UKI”).UKI uses agents to handle claims on its behalf and so all references to UKI in this decision should be read as also including those agents. backgroundI issued a pr... (4 pages)View decision -
Decision Reference DRN7906435
28 Nov 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr C complains about how Acromas Insurance Company Limited dealt with his home emergency insurance claim.My references to Acromas include its agents.backgroundIn January 2017 Mr C’s boiler broke, he wasn’t able to get hot water and heating at the same time. Acromas’ engin... (3 pages)View decision -
Decision Reference DRN1923311
7 Jul 2017 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mr R is complaining that Homeserve Membership Limited (Homeserve) mis-sold him a home emergency policy.backgroundIn 2004 Mr R took out an annual Homeserve policy, which among other things, was intended to cover any repairs needed to his boiler. The policy then automatically ... (3 pages)View decision -
Decision Reference DRN-4802274
5 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4802274 The complaint Miss O complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under her home emergency policy when she had problems with her boiler. References to Admiral in this decision include their agents who provide services under the poli... (4 pages)View decision -
Decision Reference DRN-1639158
22 Jun 2020 Aviva Insurance Limited Not upheldInsuranceThe complaint Mr W complains about the settlement he’s been offered by Aviva Insurance Limited for the costs he incurred in replacing his boiler, after he made a claim on his home emergency insurance policy. What happened On 19 December 2019, Mr W made a claim on his home emergency insuran... (3 pages)View decision -
Decision Reference DRN8770765
10 Mar 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained about U K Insurance Limited (“UKI”) refusing to make any payment for his boiler under his home emergency cover and its poor service.backgroundMr H had home insurance which covered home emergencies. He said that when his boiler leaked he phoned UKI. ... (3 pages)View decision -
Decision Reference DRN0690502
24 Jul 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr N and Miss W complain about the service they received from Inter Partner Assistance SA under their home emergency insurance policy.backgroundMr N and Miss W reported a problem with their central heating and IPA attended.Mr N and Miss W later complained to IPA a... (2 pages)View decision