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
-
Decision Reference DRN-4218460
27 Jul 2023 Inter Partner Assistance SA Not upheldInsuranceDRN-4218460 The complaint Mr M and Mrs M complain about Inter Partner Assistance SA’s provision of an annual boiler service. What happened Mr M and Mrs M have a home insurance policy which they purchased through an intermediary. This includes cover for buildings and contents, amongst other... (3 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 -
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 DRN1892610
6 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited wasn’t able to fix his boiler in one visit, after he made a claim under his HomeCare policy. backgroundMr L’s boiler stopped working and he made a claim. It took three visits from British Gas engineers before the boi... (2 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 DRN-4766144
24 Jun 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4766144 The complaint Mr T complains about Admiral Insurance (Gibraltar) Limited’s handling of his home emergency claim. Any reference to Admiral includes the actions of its agents. What happened Mr T holds home emergency cover with Admiral. He made a claim after experiencing a problem... (3 pages)View decision -
Decision Reference DRN-5005709
16 Oct 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5005709 The complaint Mrs P complains about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy when she had problems at her rental property. References to Evolution in this decision include their agents who provide services under ... (8 pages)View decision -
Decision Reference DRN3878940
31 Jan 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited didn’t properly maintain his boiler under a home care policy, and he’s had to replace it. backgroundFrom 2013 Mr D had a home care policy with British Gas which covered his boiler. He held the policy until 2016, and i... (4 pages)View decision -
Decision Reference DRN5969693
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the insurance policy provided to him by British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in October 2017, part of which is copied below: “Mr L had cover for his central heating and boiler with British Gas. ... (4 pages)View decision -
Decision Reference DRN7339524
17 Oct 2013 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about the decision of AXA Insurance UK Plc (“AXA”) to decline their claim for damage to their boiler under their home insurance policy.backgroundMr and Mrs H made a claim under their policy after the service panel of their boiler had blown away from the r... (2 pages)View decision