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 DRN2616577
3 Aug 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr C’s complaint is about the refusal of a claim under his central heating insurance policy with Royal & Sun Alliance Insurance Plc.backgroundMr C made a claim under his policy in January 2019 after his boiler broke down. RSA sent an engineer out the next day. He said there were leaks ... (4 pages)View decision -
Decision Reference DRN-2610960
18 Feb 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2610960 The complaint Mrs R complains that Great Lakes Insurance SE UK Branch (Great Lakes) cancelled her Home Emergency Policy following a fault with her boiler, refusing to pay towards replacing it and causing a delay. What happened Mrs R’s policy with Great Lakes provided for an ann... (3 pages)View decision -
Decision Reference DRN-4035464
20 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4035464 The complaint Mr M complains about Aviva Insurance Limited’s handling of a claim he made under his home emergency policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Aviva has accepted it is accountable ... (4 pages)View decision -
Decision Reference DRN-1499894
19 Aug 2020 Great Lakes Insurance SE Not upheldInsuranceDRN-1499894The complaintMr A is unhappy with the boiler service that was due to be carried out by Great Lakes Insurance SE as part of his home emergency policy. What happenedMr A arranged for his boiler to be serviced as part of his home emergency policy. When the engineer visited, he said... (2 pages)View decision -
Decision Reference DRN7051932
21 Mar 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr Y is unhappy with British Gas Services Limited’s handling of a claim under his central heating insurance policy. backgroundMr Y’s policy covered a house he rents out to tenants. On 1 September 2015, the boiler was serviced under the policy. The tenants had also said... (3 pages)View decision -
Decision Reference DRN9317753
9 Mar 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance S.A. mishandled his claim on his home emergency insurance.background As a benefit of a bank account, Mr L had home emergency insurance underwritten by IPA. So, when his central heating boiler stopped working, he called f... (2 pages)View decision -
Decision Reference DRN8787982
26 Mar 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs S complain about the installation of a boiler, and about Inter Partner Assistance SA’s (‘IPA’) subsequent failure to diagnose that this boiler had been incorrectly installed. All references to IPA include the agents it has appointed to handle claims. backgrou... (3 pages)View decision -
Decision Reference DRN-2178842
20 Nov 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2178842 The complaint Mr H has complained about the inadequate boiler services he received from Royal & Sun Alliance Insurance Plc (RSA) under his HomePlan policy. References to RSA include its agents and contractors. What happened The details of this complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN1230447
6 Sep 2017 Shawbrook Bank Limited Not upheldBanking and creditMr B complains that the installation of a central heating boiler financed by a loan from Shawbrook Bank Limited (“Shawbrook”) was carried out poorly. He wants Shawbrook to remove the boiler, refund what he paid for it, and remove a default it has placed on his cred... (3 pages)View decision -
Decision Reference DRN9663159
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned a property with an old central heating boiler. Through a letting agent, he let the property to tenants. He had a British Gas insurance... (4 pages)View decision