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-1600255
8 Jul 2020 Amtrust Europe Limited UpheldInsuranceDRN-1600255 The complaintMr W is upset by the way Amtrust Europe Ltd (Amtrust) handled his claim under his home insurance policy. Reference to Amtrust also includes its agents where applicable.What happenedIn 2019 Mr W reported that his heating system had broken down and Amtrust sent out ... (3 pages)View decision -
Decision Reference DRN-2733349
13 Apr 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2733349 The complaint Mr R’s complaint is about the poor level of service he received from Royal and Sun Alliance Insurance PLC (RSA), under his home emergency insurance policy. What happened In July 2020, Mr R’s boiler broke down due to no hot water and a lack of pressure. He contacte... (3 pages)View decision -
Decision Reference DRN1726576
1 May 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)“summary of complaintMr B complains about the rejection of a claim he made under his Barclays HomeSOS Insurance cover underwritten by Amtrust International Underwriters Ltd.backgroundOn or about 2 January 2011, Mr B sought a call out under his emergency cover as his boiler, which was ... (4 pages)View decision -
Decision Reference DRN-2618961
26 May 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2618961 The complaint Mr and Mrs T complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened In summer 2020, Mr T and Mrs T contacted British Gas, as their boiler had stopped supplying hot water. An engineer a... (3 pages)View decision -
Decision Reference DRN6138350
17 Sep 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that Aviva Insurance Limited acted unfairly and unreasonably when dealing with their claim for a new boiler under a home emergency policy. They want compensation to cover the actual costs of a new boiler and for being left without hot water or heating for some time.ba... (3 pages)View decision -
Decision Reference DRN8903517
17 Jan 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss S is unhappy with the amount she has been charged by Aviva Insurance Limited for the installation of a boiler. backgroundMiss S has a HomeHeat 200 HomeServe policy which provides cover in the event of problems with gas central heating and gas supply at the prope... (2 pages)View decision -
Decision Reference DRN9369310
7 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs O are unhappy with the offer made by British Gas Insurance Limited following a claim under their home emergency insurance policy. backgroundMr and Mrs O have a HomeCare insurance policy with British Gas. Under this policy British Gas carried out an annual... (2 pages)View decision -
Decision Reference DRN-3125120
20 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3125120 The complaint Ms P complains that British Gas Insurance Limited (British Gas) failed to complete the annual service on her boiler. And that it gave poor service when her boiler broke down. There are several parties and representatives of British Gas involved throughout the clai... (3 pages)View decision -
Decision Reference DRN-3563788
1 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3563788 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard rejected his claim under section 75. What happened In March 2017 Mr C purchased a boiler from a retailer and paid using his Barclaycard. A third party installed the boiler. Following installation, a f... (2 pages)View decision -
Decision Reference DRN0589803
19 Mar 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs C’s complaint is about the service provided by Aviva Insurance Limited in relation to her home emergency insurance policy.backgroundMrs C held a policy with Aviva to cover a property occupied by a tenant. In September 2016, Mrs C’s tenant had reported that the boile... (4 pages)View decision