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-3988731
14 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3988731 The complaint Mr H and Mrs H have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. What happened Mr H and Mrs H contacted Admiral to send an engineer to repair their boiler. An engineer visited, bypassed th... (3 pages)View decision -
Decision Reference DRN-4222665
4 Sep 2023 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-4222665 The complaint Miss H is unhappy that Helvetia Global Solutions Limited refused to replace her water- damaged floor after its engineers tried to repair her boiler. Mr H acted on Miss H’s behalf in raising the complaint. As she is the named policyholder, and for ease of reading, ... (3 pages)View decision -
Decision Reference DRN-1990474
30 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1990474 The complaint Mr P is unhappy that British Gas Insurance Limited (BG) carried out an incomplete repair on his boiler and then withdrew cover. What happened Mr P had HomeCare central heating, plumbing and electrical cover with BG. His new cover included a first repair visit, dur... (3 pages)View decision -
Decision Reference DRN2539698
21 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr W complained about the amount he had to pay to have one of Aviva Insurance Limited’s contractors install a replacement boiler.backgroundMr W holds an insurance policy which provides cover for the breakdown of the boiler and central heating system. The policy says cl... (3 pages)View decision -
Decision Reference DRN3441208
24 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M’s complaint is about the service provided by Aviva Insurance Limited in relation to his home emergency insurance policy. Aviva Insurance Limited uses agents to deal with claims on its behalf, so any reference to Aviva in this decision should be read as also r... (4 pages)View decision -
Decision Reference DRN-3734451
4 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3734451 The complaint Mr and Mrs F complain about British Gas Insurance Limited (BG) who carried out work on their boiler, which was unsuccessful, following a claim under their home emergency policy. What happened Mr and Mrs F contacted BG as there were error codes that were displaying... (3 pages)View decision -
Decision Reference DRN-3160124
19 May 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3160124 The complaint Ms W complains that following a claim made under her home emergency policy, an engineer sent by Inter Partner Assistance SA (“IPA”) caused further damage to her boiler. What happened Ms W contacted IPA In February 2021 to report that her boiler was leaking. A cont... (2 pages)View decision -
Decision Reference DRN9519558
30 Jun 2015 esure Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about esure Insurance Limited’s decision to decline his accidental damage claim. backgroundMr W made a claim to esure under his contents insurance policy when he found that some things in his loft had become really damp. At first he thought there must be a ... (2 pages)View decision -
Decision Reference DRN8221348
12 Feb 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr A has complained about the decision of Domestic & General Insurance Plc (“D&G”) to decline his claim for damage to his boiler and cancel his warranty. backgroundMr A made a claim under his policy after his boiler started to display a fault code. Following an initial inspec... (2 pages)View decision -
Decision Reference DRN-5907096
29 Oct 2025 UWI Limited UpheldInsuranceDRN-5907096 The complaint Mrs F and X have complained about the actions taken by UWI Limited (‘UWI’) under their boiler and home cover insurance policy. For the avoidance of doubt, the term ‘UWI’ includes reference to UWI’s agents, contractors and representatives for the purposes of thi... (5 pages)View decision