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 DRN5557095
16 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains about the level of service and information provided by British Gas Insurance Limited (‘British Gas’) when her boiler broke down. backgroundMrs K held a HomeCare insurance policy, provided by British Gas, covering the service and repair of her boiler and central heating syst... (4 pages)View decision -
Decision Reference DRN4744098
2 Jun 2016 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mrs A complains that Acromas Insurance Company Limited has mishandled a claim under a home emergency insurance policy.backgroundMrs A has a home emergency policy with Acromas to cover her boiler and central heating system. In January 2016 Mrs A reported that her boiler... (2 pages)View decision -
Decision Reference DRN-4377442
6 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4377442 The complaint Mr J has complained that British Gas Insurance Limited (British Gas) charged for a boiler service following the expiry of a home emergency policy. What happened Mr J had a home emergency policy with British Gas. He decided not to renew the policy. Mr J booked a bo... (2 pages)View decision -
Decision Reference DRN6660381
16 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr A has complained to us about the service he’s received from Inter Partner Assistance SA, trading as Homeserve. backgroundMr A has a home emergency repair policy with Homeserve. Homeserve’s engineer found a problem with Mr A’s boiler when carrying out an inspection. Mr... (2 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-5626605
16 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5626605 The complaint Mr and Mrs S have complained that One Insurance Limited unfairly declined a claim under Mrs S’s home emergency insurance policy. What happened Mrs S bought a home emergency policy underwritten by One Insurance. The policy covered emergency repairs costing up t... (4 pages)View decision -
Decision Reference DRN1018502
6 Nov 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)1 complaintMr J’s complaint relates to the damage caused to his boiler by an engineer appointed by Amtrust International Underwriters Ltd. Mr J believes this damage caused his boiler to need replacing and left him for ten days in total without heating and hot water. The circumstanc... (4 pages)View decision -
Decision Reference DRN0269178
20 Apr 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr P says Inter Partner Assistance SA (Inter Partner) took too long to deal with a problem with his boiler which he reported at the end of November last year. He doesn’t think the compensation he’s been offered is enough and says he was charged too much for th... (2 pages)View decision -
Decision Reference DRN-3266382
18 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3266382 The complaint Mr A has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy when he had a problem with low water pressure in his heating system. What happened In 2008 Mr A had a new boiler installed. He says that from around... (3 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