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 DRN1111381
31 Aug 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance SA declined to cover the repair of his boiler under his home emergency insurance policy.backgroundMr B reported a fault with his boiler.An IPA engineer attended and concluded the boiler hadn’t been properly maintained. So, ... (2 pages)View decision -
Decision Reference DRN9895701
28 Jan 2014 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr B complains that Automobile Association Insurance Services Limited (“AA”) mis-sold him a ‘Central Heating Breakdown Cover’ insurance policy. In order to resolve his complaint, Mr B wants AA to reimburse him for the cost of a new boiler, and to refund him the policy premiums paid. ... (3 pages)View decision -
Decision Reference DRN0137361
21 Feb 2019 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr P is unhappy with the handling of a claim for his boiler made under a boiler insurance policy with Great Lakes Insurance SE.backgroundI’ve issued two provisional decisions on this matter. I have copied below the main part of the second provisional decision, which sets... (9 pages)View decision -
Decision Reference DRN7123189
28 Jan 2016 Swinton Group Ltd UpheldInsurance (excluding PPI).Mr Y thinks he was mis-sold of his Home Emergency insurance policy by Swinton Group Ltd as it didn’t provide cover for his boiler due to its age.backgroundMr Y took out a Home Emergency insurance policy in February 2013 during a phone call with Swinton. In Februar... (2 pages)View decision -
Decision Reference DRN-4237249
3 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4237249 The complaint Miss B complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Miss B has home insurance underwritten by Aviva which covers buildings, contents, and home emergencies amongst other things. She called Aviva i... (5 pages)View decision -
Decision Reference DRN-4127944
27 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4127944 The complaint Ms C has complained that Aviva Insurance Limited won’t meet the costs to replace her boiler. Ms C sought assistance under a Boiler Breakdown cover policy. What happened An engineer attended to repair Ms C’s boiler as she said it wasn’t working properly. The engine... (2 pages)View decision -
Decision Reference DRN-3684995
9 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3684995 The complaint Ms G has complained about the approach taken by Aviva Insurance Limited (‘Aviva’) regarding boiler replacement under her home emergency insurance policy. There are parties connected to Aviva who have been involved in this case, however for ease of reference, I ref... (9 pages)View decision -
Decision Reference DRN0348525
3 Sep 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about the handling of claims and the service provided by British GasInsurance Limited in relation to a central heating insurance policy.backgroundI issued a provisional decision on this matter in June 2020, part of which is copied below:“Mr B has held a central heating ... (11 pages)View decision -
Decision Reference DRN8425136
1 Aug 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about the way Aviva Insurance Limited (“Aviva”) handled a claim under her home emergency insurance policy following a water leak under her sink.backgroundIn December 2017, Mrs R took out a home emergency policy underwritten by Aviva. The policy says it... (2 pages)View decision -
Decision Reference DRN-4096541
8 Jun 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4096541 The complaint Mr J has complained about how Evolution Insurance Company Limited (Evolution) under a home emergency policy. What happened Mr J contacted Evolution to send an engineer to deal with a fault with his boiler. The engineer found that a part needed to be replaced. He r... (3 pages)View decision