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-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN9203542
17 Mar 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr N has complained about the way in which Aviva Insurance Limited handled his claim made under a home emergency policy for landlords.backgroundI have previously issued a provisional decision regarding this complaint. The following represents excerpts from my provisional decision, outlinin... (6 pages)View decision -
Decision Reference DRN7591477
1 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency policy when her heating stopped working properly.background When Mrs T’s boiler was cutting out and some of her radiators stopped working, British Gas’ service team... (3 pages)View decision -
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-5697720
30 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5697720 The complaint Mr P has complained about the service he received from British Gas Insurance Limited when he made a claim under a HomeCare insurance policy. What happened Mr P took out a home emergency policy underwritten by British Gas for a rental property he owns. The prod... (2 pages)View decision -
Decision Reference DRN8009046
13 Apr 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about Aviva Insurance Limited’s handling of a claim under his landlord’s home emergency insurance policy. All references to Aviva include the agents it has appointed to handle claims. background Mr H registered a claim with Aviva because of a gas leak at ... (3 pages)View decision -
Decision Reference DRN8415988
8 Mar 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms G complains about the installation cost of a new boiler under her home emergency policy provided by Aviva Insurance Limited. Aviva has had contractors working for them during this claim, so any reference to Aviva also includes its contractors. backgroundIn December 2... (3 pages)View decision -
Decision Reference DRN8811351
7 Oct 2015 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Society of Lloyd’s (SOL) declined to pay their claim for alternative accommodation.backgroundMr and Mrs S had home insurance with SOL and made a claim following a fire at their home. SOL accepted the claim and appointed loss adjusters to ... (3 pages)View decision -
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