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 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 DRN-2666859
27 May 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2666859 The complaint Mrs S complains that Great Lakes Insurance SE (GL), carried out a poor standard of customer service and damaged her boiler under her home emergency policy. What happened In 2019, Mrs S took out a home emergency policy that covered her amongst other things, for an ... (3 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 -
Decision Reference DRN-5257286
4 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5257286 The complaint Mr H and Mrs H have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined to deal with a claim under their home emergency policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to h... (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-5086062
21 Nov 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5086062 The complaint Miss C complains Evolution Insurance Company Limited (Evolution) misdiagnosed issues with her boiler when she made a claim on her landlord boiler care insurance policy, causing unnecessary costs to herself. And that it unfairly cancelled her policy. Evolution ... (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 DRN-3928864
6 Feb 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3928864 The complaint Mr N complains about the service he received from Aviva Insurance Limited (Aviva), following a claim under his home emergency policy. What happened Mr N’s boiler stopped working around one week after he had had it serviced by Aviva. It sent an engineer who carried... (3 pages)View decision -
Decision Reference DRN0119363
15 Sep 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss H has complained that Acromas Insurance Company Limited failed to inspect or repair her boiler under her home emergency policy.backgroundMiss H said according to her home emergency policy with Acromas, it was meant to inspect her boiler within a few weeks but i... (3 pages)View decision