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 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 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-2379320
6 Jan 2021 U K Insurance Limited Not upheldInsuranceDRN-2379320 The complaint Mrs and Mr U complain about U K Insurance Limited’s handling of a home insurance claim and about the claim being declined. What happened Mrs and Mr U have a home insurance policy underwritten by UKI, which covers home emergencies amongst other things. Mr U contact... (3 pages)View decision -
Decision Reference DRN-3214512
20 Dec 2021 Amtrust Europe Limited Not upheldInsuranceDRN-3214512 The complaint Miss M complains about Amtrust Europe Limited and the way they handled her insurance claim after she discovered a fault with her boiler. What happened Miss M’s boiler was insured on a policy underwritten by Amtrust for several years. In December 2020, Miss M made ... (3 pages)View decision -
Decision Reference DRN1578340
24 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor service he received from British Gas Insurance Limited under his Homecare insurance policy.BackgroundMr H has had an insurance policy for the care of his boiler with British Gas since 2005. He believes that British Gas hasn’t met its oblig... (2 pages)View decision -
Decision Reference DRN7849878
25 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that British Gas Insurance Limited (British Gas) poorly handled a claim she made under her home care insurance policy.backgroundIn April 2019 Ms W contacted British Gas to repair her boiler. She said an engineer attended and diagnosed the problem – an issue with the fan and ... (3 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (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 DRN2461523
24 Jul 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (RSA) wrongly condemned his boiler and that he incurred costs and a claim record as a result. He believes this led to an increase in his premium at renewal.backgroundMr S had a home insurance policy with RS... (3 pages)View decision -
Decision Reference DRN-1537444
29 May 2020 Inter Partner Assistance SA Not upheldInsuranceDRN-1537444 The complaintMr S complains about the service he’s received from Inter Partner Assistance SA (IPA) under his home emergency policy. What happenedMr S had his boiler serviced by a third party engineer. The engineer found the programmable stat had been bypassed and the wires hadn... (3 pages)View decision