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 DRN1198022
22 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about a Home Care Cover policy he has with British Gas Insurance Limited. He’s unhappy about the time and number of visits it took to fix the problems he was having with his boiler. backgroundOn 26 October 2016, Mr C made a claim to British Gas after ... (3 pages)View decision -
Decision Reference DRN9098690
25 Aug 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that the servicing and repairs Acromas Insurance Company Limited (“Acromas”) arranged for their boiler under their home emergency insurance policy were poorly carried out. As a result, they’ve paid over £1,600 for a new replacement boiler, and want ... (3 pages)View decision -
Decision Reference DRN-5076727
4 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5076727 The complaint Mr M is unhappy with Aviva Insurance Limited’s (Aviva) handling of information given to him in relation to his boiler warranty. Any references to Aviva include their agents. What happened Mr M has a Homeserve policy for a boiler which was fitted in a property... (2 pages)View decision -
Decision Reference DRN4971897
27 Aug 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Acromas Insurance Company Limited left him without heating or hot water when his boiler was deemed beyond economical repair (‘BER’) under his home emergency insurance policy. backgroundIn December 2013, Mr R contacted Acromas to report he was without heating or hot wat... (2 pages)View decision -
Decision Reference DRN9305779
10 Dec 2015 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr K complains about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A’s (“Mapfre”) service under his home emergency policy.backgroundMr K had various problems with his boiler from February 2015 to March 2015. Each time he called Mapfre to report ... (3 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 DRN-3729998
4 Oct 2022 AWP P&C SA UpheldInsuranceDRN-3729998 The complaint Mr and Mrs F are unhappy with the way AWP P&C SA dealt with a claim they made under their home emergency insurance policy. Mrs F has primarily dealt with things, so I’ll refer to her only for simplicity. Reference to AWP includes its agents and representatives... (3 pages)View decision -
Decision Reference DRN-3283341
3 Feb 2022 AWP P&C SA UpheldInsuranceDRN-3283341 The complaint Mr F complains about AWP P & C SA (AWP), who declined his claim under his home emergency policy. What happened Mr F held a home emergency policy with AWP that covered his boiler amongst other things. His boiler broke down (by not producing hot water) and he co... (3 pages)View decision -
Decision Reference DRN1290747
7 May 2019 Amtrust International Underwriters DAC Not upheldInsurance (excluding PPI)Mrs B (through her partner Mr N) complains that Amtrust International Underwriters DAC is responsible for mishandling her claim under a home emergency insurance policy.backgroundMrs B had an annual policy that covered her central heating boiler. The annual renewal date wa... (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