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 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 DRN-2773148
22 Apr 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2773148 The complaint Mr J is unhappy with the way Inter Partner Assistance SA (IPA) handled his claim under the home emergency section of his home insurance policy following the breakdown of his boiler. What happened On 14 August 2019, Mr J contacted IPA to report that his boiler wasn... (3 pages)View decision -
Decision Reference DRN-3516915
4 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3516915 The complaint Mrs S has complained about works carried out by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas visited Mrs S’s home to deal with an issue with the boiler. It fitted a new heat exchanger. Shortly after, Mrs S he... (2 pages)View decision -
Decision Reference DRN1319788
6 Sep 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains that Aviva Insurance Limited won’t fix her boiler under her boiler breakdown cover.backgroundMrs J took out boiler breakdown cover underwritten by Aviva in September 2018. This was to protect a boiler in a property which she rents out. In April 2019 Mrs J called Aviva to re... (2 pages)View decision -
Decision Reference DRN0354461
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains about repairs undertaken to his boiler under a policy he took out with British Gas Insurance Limited (“British Gas”).backgroundIn November 2017, Mr K became aware of a fault with his boiler, when three radiators stopped working. He contacted British Gas ... (2 pages)View decision -
Decision Reference DRN-3860812
24 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3860812 The complaint Miss S has complained about her let property insurer U K Insurance Limited (UKI) in response to a landlord emergency claim she made on her policy. UKI is the underwriter for Miss S’s whole policy, even the landlord element. However, UKI uses another company to adm... (4 pages)View decision -
Decision Reference DRN8381648
17 Apr 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms D is complaining that Aviva Insurance Limited (Aviva) hasn’t covered a claim she made on her home emergency insurance policy for the breakdown of her boiler. background Ms D’s boiler broke down, so she asked Aviva to arrange for an engineer to fix it under her h... (3 pages)View decision -
Decision Reference DRN-3855802
30 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3855802 The complaint Mr M complains British Gas Insurance Limited failed to properly service his boiler under his HomeCare insurance policy, resulting in it requiring replacement. What happened In 2022, Mr M says a British Gas engineer carried out an annual service and recommended his... (3 pages)View decision -
Decision Reference DRN-4307693
29 Sep 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4307693 The complaint Ms M complains Royal and Sun Alliance Insurance Limited (RSA) did not identify a carbon monoxide leak on her boiler after it attended to the home emergency call outs covered on her home insurance policy. She said the leak had caused her health concerns. RSA are th... (2 pages)View decision -
Decision Reference DRN4372775
6 Jun 2014 Astrenska Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J complain about Astrenska Insurance Limited’s refusal to attend to a claim under their home emergency insurance policy, as the boiler was not serviced annually. backgroundMr and Mrs J hold a home emergency insurance policy, underwritten by Astrenska. In December 2012, Mr an... (3 pages)View decision