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-2379320
6 Jan 2021 U K Insurance Limited Not upheldInsuranceDRN-2379320 The complaint Mrs and Mr U complain about U K Insurance Limited’s handling of a home insurance claim and about the claim being declined. What happened Mrs and Mr U have a home insurance policy underwritten by UKI, which covers home emergencies amongst other things. Mr U contact... (3 pages)View decision -
Decision Reference DRN-3675575
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3675575 The complaint Mr D complains that British Gas Insurance Limited should have repaired his boiler under the home emergency policy he held with them. He says failure to do so resulted in him replacing the boiler and incurring significant extra costs. What happened The details of t... (2 pages)View decision -
Decision Reference DRN8948231
8 Dec 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs P says Inter Partner Assistance SA (IPA) didn’t fix her boiler properly. She’s also unhappy about the service she received.backgroundMrs P had a problem with her boiler. She asked for this to be fixed under her “homeserve” insurance policy. Mrs P says after an ... (2 pages)View decision -
Decision Reference DRN1578340
24 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor service he received from British Gas Insurance Limited under his Homecare insurance policy.BackgroundMr H has had an insurance policy for the care of his boiler with British Gas since 2005. He believes that British Gas hasn’t met its oblig... (2 pages)View decision -
Decision Reference DRN5946742
14 Feb 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S’s complaint is about the handling of a claim under a boiler insurance policy underwritten by Aviva Insurance Limited.Aviva uses agents to deal with claims on its behalf. Any references to Aviva in this decision should be read as including anything said and done on its behalf b... (5 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN-4661549
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661549 The complaint Mr and Mrs C complain about Aviva Insurance Limited (Aviva) poor service and delay, following a claim under his home emergency policy. Any reference to Aviva includes its agents. What happened Mr and Mrs C held a home emergency policy with Aviva, which covered boi... (3 pages)View decision -
Decision Reference DRN-2941025
7 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2941025 The complaint Mr B is unhappy that British Gas won’t cover the cost of a replacement boiler under his HomeCare policy. What happened Mr B took out an upgraded HomeCare policy with British Gas in November 2020. Prior to this he held a policy with British Gas that was provided to... (3 pages)View decision -
Decision Reference DRN-4656684
3 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4656684 The complaint Mr S complains that British Gas Insurance Limited has failed to adequately service his boiler each year under his HomeCare Insurance policy. What happened Since 2017, Mr S has paid for a HomeCare insurance policy with British Gas for a property he lets out. A bene... (2 pages)View decision -
Decision Reference DRN7814076
21 Aug 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms B’s complaint is about the handling of a claim under her central heating insurance policywith Aviva Insurance Limited.Aviva Insurance Limited uses agents to deal with claims on its behalf. All references to Avivain this decision should be read as including those agents.backgroundI issue... (7 pages)View decision