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
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Decision Reference DRN-3022455
22 Sep 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3022455 The complaint Mrs H complains that Aviva Insurance Limited removed boiler cover from her home emergency policy without notice. What happened Mrs H says she took out her policy with the AA in 2010 and did so mostly for the boiler cover it provided. Mrs H is a landlord and the po... (2 pages)View decision -
Decision Reference DRN-3272291
3 Feb 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3272291 The complaint Miss G complains that A Shade Greener (Boilers) LLP (“ASG”) has no right to charge her for a repair undertaken to her boiler. What happened Miss G entered into a conditional sale agreement with ASG on 2 September 2014 for the supply and installation of a boiler. T... (4 pages)View decision -
Decision Reference DRN-3737796
17 Oct 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3737796 The complaint Mr and Mrs B complain about Inter Partner Assistance SA’s (IPA) handling of their claim under their home emergency policy. What happened Mr and Mrs B noticed that their boiler had a small leak. They contacted who they believed was their home emergency providers an... (3 pages)View decision -
Decision Reference DRN2894728
28 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited damaged his boiler when it did a service under his home care insurance. He’s also unhappy about how it dealt with his complaint.backgroundIn October 2014 Mr W took out home care insurance with British Gas. It did a ser... (3 pages)View decision -
Decision Reference DRN5629379
23 Sep 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Miss S complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundAviva was the insurer responsible for dealing with claims under Miss S’s policy. Where I refer to Aviva or the insurer I include the home ass... (3 pages)View decision -
Decision Reference DRN8417569
24 Aug 2017 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Through her son Mr B, Mrs B complains that Acromas Insurance Company Limited gave poor service under a home emergency insurance policy.backgroundMrs B’s central heating boiler stopped working properly. Mr B called for help under the home emergency insurance. But the in... (2 pages)View decision -
Decision Reference DRN0231051
17 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains (through her son-in-law who is her attorney) that British Gas Insurance Limited gave poor service under a home care policy.background Mrs B’s son-in-law complained about how British Gas dealt with her and how long it took to respond to him. He considers that it should c... (2 pages)View decision -
Decision Reference DRN0752640
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains British Gas Insurance Limited didn’t complete an annual service on his boiler for a few years; and when it did, it didn’t identify a problem which led to a leak that damaged his boiler beyond economical repair. He also complains gas safety inspections weren’t completed, whic... (3 pages)View decision -
Decision Reference DRN-3697235
3 Nov 2022 British Gas Services Limited UpheldInsuranceDRN-3697235 The complaint Mrs L complains about her home emergency policy with British Gas Services Limited (British Gas). The complaint is about how British Gas responded to a problem with her boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN5840389
12 Jan 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr A complains about the service he received from Inter Partner Assistance SA under his home emergency insurance policy.backgroundMr A complained to IPA about this matter. And, being unhappy with its response, he complained to this service. Our investigator thought Mr A’... (4 pages)View decision