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 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 -
Decision Reference DRN-2633356
10 Mar 2021 Alwyn Insurance Company Limited Not upheldInsuranceDRN-2633356 The complaint Mr and Mrs L complain that Alwyn Insurance Company Limited wouldn’t contribute towards their replacement boiler under their home emergency insurance policy, as it said it was beyond economical repair. What happened When Mr and Mrs L found their boiler was leaking ... (2 pages)View decision -
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 DRN-5142778
2 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5142778 The complaint Mr O complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr O’s boiler was declared beyond economical repair. Aviva then quoted £2,748 for a replacem... (3 pages)View decision -
Decision Reference DRN7230841
29 Jul 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs M complain that Inter Partner Assistance S.A. mishandled their claim on a home assistance insurance policy.backgroundIPA’s engineer serviced Mr and Mrs M‘s central heating boiler but it broke down the next winter. They complained that the engineer had not ser... (2 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 DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision -
Decision Reference DRN-4385106
9 Oct 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4385106 The complaint Miss L is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled her claim. She had home emergency insurance underwritten by RSA, and complained that she was left without heating and hot water after it tried to repair her boiler. What happen... (5 pages)View decision -
Decision Reference DRN-2023429
25 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2023429The complaintMrs L is complaining about the adequacy of servicing British Gas Insurance Limited (British Gas) provided under her Home Care insurance agreement. She says its failings meant she had to replace a boiler at a cost of over £2,000. What happenedMrs L had a Home Care ag... (2 pages)View decision -
Decision Reference DRN-4810855
28 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4810855 The complaint Mr G complains British Gas Insurance Limited is responsible for him needing to purchase a new boiler. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision.... (2 pages)View decision