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-4775304
21 May 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4775304 The complaint Mrs B complains about the way Evolution Insurance Company Limited has handled a claim under her boiler insurance policy. Where I refer to Evolution, this includes the actions of its agents and claims handlers. What happened In November 2023, Mrs B renewed her boil... (4 pages)View decision -
Decision Reference DRN-2770213
6 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2770213 The complaint Mr H complains British Gas Insurance Limited has unfairly refused to replace a boiler it broke when attempting to carry out a repair. What happened In early 2021, Mr H made a claim under his homecare policy as there was an issue with his boiler. The engineer who a... (2 pages)View decision -
Decision Reference DRN-5775740
29 Aug 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5775740 The complaint Mr S has complained about the service provided by Millenium Insurance Company Limited (‘Millenium’) in relation to his boiler under his home emergency insurance policy. For the avoidance of doubt, the term ‘Millenium’ includes its agents and representatives for... (5 pages)View decision -
Decision Reference DRN-3339511
1 Mar 2022 Amtrust Europe Limited Not upheldInsuranceDRN-3339511 The complaint Ms N complains that AmTrust Europe Limited is responsible for mishandling a claim on her central heating insurance policy. Where I refer to AmTrust, I include contractors, engineers and others insofar as I hold AmTrust responsible for their acts or omissions. What... (4 pages)View decision -
Decision Reference DRN8648149
19 Jan 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs K complains about Acromas Insurance Company Limited’s decision to cancel her home emergency insurance policy after it said that her boiler should never have been covered.backgroundMrs K took out the policy in early February 2015, to cover the boiler at a tenanted prop... (2 pages)View decision -
Decision Reference DRN-2013496
17 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2013496 The complaint Mr H complains that Aviva Insurance Limited (Aviva) incorrectly deemed his boiler beyond economical repair and provided poor service, under his home emergency policy. What happened In December 2019, Mr H’s boiler broke down. Aviva was contacted who sent an enginee... (3 pages)View decision -
Decision Reference DRN-3502507
27 May 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3502507 The complaint Mrs A complains that she replaced her boiler unnecessarily after Inter Partner Assistance SA (IPA) incorrectly diagnosed it as beyond economical repair. Mrs A had Home Emergency cover with IPA, provided through her bank. What happened Mrs A’s boiler stopped workin... (4 pages)View decision -
Decision Reference DRN-2841304
3 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2841304 The complaint Mrs G complains about Aviva Insurance Limited’s (Aviva) poor customer service, under her home emergency policy. What happened Mrs G ‘s contacted Aviva as her boiler developed a fault. It sent an engineer, who Mrs G said told her that the boiler needed one replacem... (3 pages)View decision -
Decision Reference DRN-3831613
29 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3831613 The complaint Mr B and Mrs B complain that Aviva Insurance Limited (Aviva) has refused to pay a claim for the replacement of their boiler under the home emergency section of their buildings and contents policy. They want the claim paid and compensation for the inconvenience. Wh... (7 pages)View decision -
Decision Reference DRN-5804991
8 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5804991 The complaint Mr K complains about how Aviva Insurance Limited managed and cancelled his boiler insurance. What happened On 13 March 2024, Mr K incepted a boiler cover policy, which is underwritten by Aviva. The policy cost an annual premium of £138 although Mr K was paying... (4 pages)View decision