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-4463071
4 Jan 2024 247 Home Assist Limited Not upheldInsuranceDRN-4463071 The complaint Mr A complains about 24/7 Home Assist Limited (24/7) who deemed his boiler beyond economic repair (BER), following a claim under his home emergency policy. What happened Mr A held a policy with 24/7. An issue developed with his boiler, as it stopped producing hot ... (3 pages)View decision -
Decision Reference DRN-1599108
6 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1599108The complaintMr H complains that British Gas Insurance Limited (BG) won’t pay for a replacement boiler at his property What happenedMr H had a Homecare insurance policy with British Gas that provided servicing and breakdown cover for his boiler. In January 2019, a BG engineer at... (2 pages)View decision -
Decision Reference DRN-4238605
4 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4238605 The complaint Mr P complains about the service he received from Inter Partner Assistance SA (“IPA”) after he made a claim under his home emergency policy. IPA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As IPA h... (3 pages)View decision -
Decision Reference DRN-2770213
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2770213 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 pages)View decision -
Decision Reference DRN0757643
26 Mar 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P are unhappy with the service provided by Aviva Insurance Limited in relation to their central heating insurance policy. backgroundAviva uses claims-handlers to deal with claims on their behalf. Any reference to Aviva in this decision should be read as incl... (3 pages)View decision -
Decision Reference DRN-2878862
21 Jun 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2878862 The complaint Mr F has complained about the decision of Royal & Sun Alliance Insurance Plc (‘RSA’) to decline his claim relating to his boiler made under a home emergency policy. What happened I have previously issued a provisional decision regarding this complaint. The fol... (5 pages)View decision -
Decision Reference DRN-3562859
28 Jul 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3562859 The complaint Mr and Mrs W complain that Inter Partner Assistance SA (IPA) damaged their boiler when carrying out a repair under their home emergency insurance policy. They’d like it to be replaced. They’d also like compensation for the additional costs they incurred to heat th... (5 pages)View decision -
Decision Reference DRN8648149
19 Jan 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs K complains about Acromas Insurance Company Limited’s decision to cancel her home emergency insurance policy after it said that her boiler should never have been covered.backgroundMrs K took out the policy in early February 2015, to cover the boiler at a tenanted prop... (2 pages)View decision -
Decision Reference DRN-5712778
16 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5712778 The complaint Mr O and the estate of Mrs O complain about the way in which British Gas Insurance Limited (BGIL) dealt with callouts and repairs under their HomeCare policy when their boiler broke down. They’re also unhappy that BGIL didn’t replace their boiler. What happene... (4 pages)View decision -
Decision Reference DRN-3502507
27 May 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3502507 The complaint Mrs A complains that she replaced her boiler unnecessarily after Inter Partner Assistance SA (IPA) incorrectly diagnosed it as beyond economical repair. Mrs A had Home Emergency cover with IPA, provided through her bank. What happened Mrs A’s boiler stopped workin... (4 pages)View decision