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 DRN1271456
8 Oct 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr E complains that Inter Partner Assistance SA (“IPA”) dealt with his home emergency claim unfairly and unreasonably. He wants matters put right.backgroundMr E had a home emergency policy with IPA, which covered repairs needed to his boiler (amongst other things). His boiler broke down. M... (2 pages)View decision -
Decision Reference DRN-4369075
31 Oct 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4369075 The complaint Mrs S’s complaint is about the service provided by Aviva Insurance Limited when dealing with a claim under her central heating insurance policy. Mrs S is represented in this complaint by Mr K. Whenever I refer to Mrs S in this decision, it should be read as includ... (3 pages)View decision -
Decision Reference DRN8980000
28 Jun 2013 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mrs B complains about Acromas Insurance Company Limited’s handling of her insurance claim for a fault with her boiler. backgroundMrs B held a ‘Home Emergency Response’ insurance policy, underwritten by Acromas. All references to Acromas include its appointed administrative age... (4 pages)View decision -
Decision Reference DRN-2888909
22 Jun 2021 British Gas Services Limited UpheldInsuranceDRN-2888909 The complaint Mr P’s unhappy British Gas Services Limited cancelled his homecare policy after advising him they were unable to cover his boiler. What happened In April 2019, Mr P contacted British Gas after his tenants reported a timer issue on the boiler in a property he rente... (4 pages)View decision -
Decision Reference DRN4731731
17 Mar 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that U K Insurance Limited (“UKI”) rejected a claim on his home emergency insurance.backgroundMr B arranged an annual service for his boiler. The engineer who did this told him the boiler was giving out too much carbon monoxide, which meant it couldn’t ... (2 pages)View decision -
Decision Reference DRN-4548585
16 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4548585 The complaint Mrs U has complained about the service she received from British Gas (BG) when the boiler and heating system in her rental property broke down, and about the certification of her boiler as safe. References to BG are to British Gas Insurance Limited (BGI) and Briti... (6 pages)View decision -
Decision Reference DRN-5609385
9 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5609385 The complaint Ms T’s complaint is about a claim made under the home emergency section of her home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened In late January 2024, Ms T contacted RSA as her boiler was not working. RSA sent a contra... (5 pages)View decision -
Decision Reference DRN7434318
11 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P says that British Gas Insurance Limited mishandled a claim under a home emergency policy when the boiler at her tenanted property stopped working. background In February 2018 the boiler at Mrs P’s tenanted property developed a fault and the central heating sto... (4 pages)View decision -
Decision Reference DRN7012399
30 Jul 2021 A Shade Greener (Boilers) Llp Not upheldBanking and creditMr C complains that A Shade Greener (Boilers) LLP terminated his conditional sale agreement in relation to a boiler. He also complains that the boiler was defective. background Mr C owns a property in which a boiler was installed in 2012. The boiler and installation were financed under a c... (4 pages)View decision