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-1101648
20 Dec 2019 Inter Partner Assistance SA Not upheldInsuranceDRN-1101648The complaintMr S complains that Inter Partner Assistance SA (“IPA”) failed properly to investigate and correct faults in his central heating boiler when he called on it under his home emergency insurance policy, with the result that it became beyond economical repair (“BER”). W... (3 pages)View decision -
Decision Reference DRN1163610
10 May 2019 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr P complains that Great Lakes Insurance SE declined his home emergency insurance claim and about its service. My references to Great Lakes include its agents.backgroundMr P contacted Great Lakes to make a claim on his home emergency insurance. He told Great Lakes ... (3 pages)View decision -
Decision Reference DRN1534291
25 Feb 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F complains about Acromas Insurance Company Limited’s service under his home emergency policy.backgroundMr F took out a home emergency policy in February 2014. A term of the policy was that his boiler and central heating should be inspected within 42 days of taking ... (2 pages)View decision -
Decision Reference DRN-5264495
15 Jan 2025 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5264495 The complaint Mr F has complained about the way DAS Legal Expenses Insurance Company Limited handled a claim under the landlord emergency section of his Landlord Insurance policy. When Mr F sent us his complaint form he raised several other issues, which I am not considerin... (4 pages)View decision -
Decision Reference DRN-4998020
18 Sep 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4998020 The complaint Mr B has complained about the way Alwyn Insurance Company Limited (Alwyn) handled a repair, following a claim he made under his home emergency insurance policy with them. What happened Mr B made a claim under his home emergency policy following what he said was... (3 pages)View decision -
Decision Reference DRN8249203
9 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains 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 engineers and others for whose actions I hold that compa... (3 pages)View decision -
Decision Reference DRN1003896
23 Jun 2016 Corgi Homeplan Ltd Not upheldInsurance (excluding PPI)Mrs Q complains about the service she received from Corgi Homeplan Ltd under her home emergency insurance policy.backgroundMrs Q had an insurance policy with Corgi between 2012 and 2015. During this time Corgi carried out annual services and a number of repairs to her ... (2 pages)View decision -
Decision Reference DRN-5934416
20 Feb 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-5934416 The complaint Mr M has complained that Inter Partner Assistance SA (‘IPA’) declined his claim for repair costs under his home emergency insurance policy. For the avoidance of doubt, the term ‘IPA’ includes reference to its agents and representatives for the purposes of this ... (4 pages)View decision -
Decision Reference DRN-3117550
27 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3117550 The complaint Miss L has complained about the service she received from Royal & Sun Alliance Insurance Plc (RSA) under her home emergency insurance policy when she reported a problem with her boiler. References in this decision to RSA include its contractors. What happened ... (3 pages)View decision -
Decision Reference DRN-3937447
8 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3937447 The complaint Ms P complains about the level of service received from British Gas Insurance Limited following a claim against her homecare insurance policy. Mr V has brought the complaint to our Service on Ms P’s behalf. For ease of reading I’ll refer to both Ms P and Mr V as “... (2 pages)View decision