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 DRN9647322
20 Feb 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs A’s complaint is about the handling of a home emergency insurance policy with Inter Partner Assistance SA (“IPA”).backgroundMrs A made a claim under the policy on 5 March 2018. IPA arranged for a contractor to attend. He said the main heat exchanger was faulty ... (4 pages)View decision -
Decision Reference DRN-3212289
10 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3212289 The complaint Mr M complained about the service provided by British Gas Insurance Limited under his home emergency policy. What happened Mr M had a HomeCare policy with British Gas that covered him for repairs to his boiler in the event of a breakdown. When a British Gas engine... (2 pages)View decision -
Decision Reference DRN4910949
17 May 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr G has complained about Aviva Insurance Limited. He isn’t happy that it wouldn’t replace his boiler under his home emergency cover as it turned out the previous one wasn’t covered. background Mr G made a claim under his policy when it broke down around Christmas 20... (2 pages)View decision -
Decision Reference DRN5870166
7 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L have complained about British Gas Insurance Limited. They say that it failed to undertake their annual service properly causing the boiler to be condemned.backgroundMr and Mrs L had a policy with British Gas for their boiler for a number of years. Around... (2 pages)View decision -
Decision Reference DRN7545339
23 Sep 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D complains that Royal & Sun Alliance Insurance Plc (RSA) provided poor service when he claimed under his home emergency cover after his central heating boiler stopped working.backgroundMr D has a type of home emergency cover that is meant to provide some assistance in a number of d... (2 pages)View decision -
Decision Reference DRN-2311793
11 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2311793 The complaint Mrs O complains Aviva Insurance Limited’s handling of her claim under her boiler cover policy. The details of this complaint are well known to both parties, so I won’t repeat them here. Instead I’ll focus on giving my reasons for my decision. All references to Avi... (2 pages)View decision -
Decision Reference DRN1245838
2 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S and Ms H complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company of that name and I include other companies and individuals insofar as I hol... (3 pages)View decision -
Decision Reference DRN-3431111
1 Jun 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3431111 The complaint Mrs A complains that Aviva Insurance Limited won’t compensate her for damage she believes it is responsible for, after she made a claim under her home emergency policy. References to Aviva include its agents. What happened In mid-2021 Mrs A contacted Aviva to repo... (3 pages)View decision -
Decision Reference DRN1984852
12 May 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs G complain that U K Insurance Limited (UKI) won’t meet their claim for a boiler that they’d had to replace. They made the claim under their landlord’s insurance policy.backgroundMr and Mrs G bought a landlord’s insurance policy. They say they bought it largely because it offered... (3 pages)View decision -
Decision Reference DRN7776893
29 Jan 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Miss P complains about the handling of a claim under a property owners’ insurance policy by Liverpool Victoria Insurance Company Limited (“LV”).Miss P is the leaseholder of a flat, and has brought her complaint here in this capacity. backgroundFollowing a fire in a ... (5 pages)View decision