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-5817016
2 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5817016 The complaint Miss S is complaining about the service Aviva Insurance Limited provided when she asked for assistance through her home emergency policy. She says she’s significantly out of pocket as a result of Aviva’s actions. What happened In November 2024 Miss S contacted ... (3 pages)View decision -
Decision Reference DRN7517443
4 Feb 2021 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited unfairly declined their home insurance claim. background Mr and Mrs H have home insurance provided by Admiral. In early January 2019, Mr H noticed their boiler (located in an outhouse) was... (5 pages)View decision -
Decision Reference DRN-4981217
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4981217 The complaint Ms R has complained that British Gas Insurance Limited (British Gas) provided poor service under her home emergency policy, which led to her boiler needing to be replaced. What happened Ms R had a home emergency policy with British Gas for several years. Durin... (5 pages)View decision -
Decision Reference DRN7206829
9 Aug 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr M says that Society of Lloyd’s mishandled a claim under his home emergency policy.backgroundIn November 2015 Mr M took out a home emergency policy with Lloyd’s. In December 2015 an engineer attended Mr M’s home to conduct an initial service of the boiler.When ... (2 pages)View decision -
Decision Reference DRN-2461733
11 Feb 2021 AWP Assistance UK Ltd Not upheldInsuranceDRN-2461733 The complaint Mrs D complains AWP Assistance UK Ltd (trading as Allianz Global Assistance) (Allianz) mis-sold her a boiler breakdown insurance policy. Mrs D has been represented in this complaint by Mr D. But since Mrs D is the policyholder, I’ll mostly refer to Mrs D in this d... (3 pages)View decision -
Decision Reference DRN3315910
13 Jan 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs T are unhappy with the way British Gas Insurance Limited handled their home emergency insurance claim. They say British Gas led them to purchase a new boiler unnecessarily.backgroundIn March 2012 an engineer from British Gas completed the annual service of Mr and Mrs T’s boile... (3 pages)View decision -
Decision Reference DRN2777532
16 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains British Gas Insurance Limited didn’t complete a test that formed part of his annual boiler service. He says if the test had been completed, an issue would have been identified and saved him an expense.backgroundMr W is entitled to an annual boiler service under his British G... (2 pages)View decision -
Decision Reference DRN-3983591
8 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3983591 The complaint Mrs L complains that British Gas Insurance Limited failed to properly service her boiler which led to it breaking down and having to be replaced. What happened Mrs L took out a British Gas home care insurance policy in November 2014. The policy prov... (3 pages)View decision -
Decision Reference DRN7563539
10 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H is unhappy with her annual service check from British Gas Insurance Limited. She said the engineer damaged and then condemned her boiler.backgroundDuring the service the engineer used a screwdriver to test the cracks and corrosion. In doing this the engineer ma... (2 pages)View decision -
Decision Reference DRN-1429320
11 May 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1429320 The complaintMr and Mrs G complain that Aviva Insurance Limited removed cover for their boiler from their home emergency insurance policy. What happenedMr and Mrs G took out a home emergency policy, which provided cover for their central heating system; plumbing and electrics; ... (3 pages)View decision