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 DRN-2198011
7 Jan 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2198011 The complaint Mr W and Mrs W complain that Aviva Insurance Limited (Aviva) didn’t provide the free replacement boiler cover included in their home emergency policy. What happened Mr W and Mrs W had home emergency cover with Aviva. The policy was in joint names but, for ease, I’... (3 pages)View decision -
Decision Reference DRN-3235635
31 Jan 2022 Allianz Global Assistance Not upheldInsuranceDRN-3235635 The complaint Mr B complains that Allianz Global Assistance (Allianz) have declined his claim to either repair or pay a contribution to the replacement of his central heating boiler under his home emergency policy. He wants the claim paid. What happened Mr B inherited a propert... (2 pages)View decision -
Decision Reference DRN-1362639
20 May 2020 Inter Partner Assistance SA UpheldInsuranceDRN-1362639 The complaintMr P is unhappy with the offer InterPartner Assistance UK (IPA) made after it damaged his boiler during a repair visit under his home emergency policy. What happenedMr P reported to IPA that his boiler was displaying a fault message. IPA sent out an engineer who sa... (3 pages)View decision -
Decision Reference DRN2271172
1 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited won’t reimburse him for the cost of replacing his boiler. He says that a leak which led to his boiler being condemned wasn’t spotted during the annual services carried out under his HomeCare policy.backgroundMr B has a... (3 pages)View decision -
Decision Reference DRN-2875412
8 Jul 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2875412 The complaint Miss P has complained that Aviva Insurance Limited (Aviva) isn’t giving her £500 towards the cost of a new boiler when her old one was declared by a third party engineer to be beyond economic repair. In this decision references will be made to HomeServe Membership... (2 pages)View decision -
Decision Reference DRN4231461
13 Dec 2017 UK General Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that UK General Insurance Limited mis-sold home emergency cover to him.backgroundMr P took out a home emergency insurance policy online. The policy provided cover for the cost of repairs to his boiler. When Mr P made a claim on his policy, he was unhapp... (2 pages)View decision -
Decision Reference DRN7683051
29 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the service he received from British Gas Insurance Limited under his home emergency policy. backgroundMr K has a central heating policy with British Gas which includes an annual boiler service. Mr K previously complained to us that British Ga... (2 pages)View decision -
Decision Reference DRN-4216549
21 Jul 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4216549 The complaint Ms O complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline her claim under her home emergency insurance. What happened Ms O says her heating and hot water stopped working so she called RSA to claim under her policy. Ms O says RSA... (2 pages)View decision -
Decision Reference DRN-3961506
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3961506 The complaint Mr and Mrs C complain about the service they received from British Gas Insurance Limited in relation to their home emergency policy. What happened In early 2022, Mr C contacted British Gas about a problem with his boiler. British Gas arranged for an engineer to vi... (3 pages)View decision -
Decision Reference DRN1573088
1 Jun 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains that Inter Partner Assistance SA damaged his boiler and caused it to need replacing when attending to carry out a repair under his home emergency insurance policy.backgroundMr B reported a fault with his boiler and an IPA engineer attended to repair i... (4 pages)View decision