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 DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 pages)View decision -
Decision Reference DRN8153148
22 Feb 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains about the level of service she received from Aviva Insurance Limited under a home emergency insurance policy. In this decision my references to Aviva include the claims handling agent it’s used throughout. The agent is also an insurance intermediary w... (5 pages)View decision -
Decision Reference DRN-2811040
11 May 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2811040 The complaint Mr and Mrs H complain about the service provided by Inter Partner Assistance SA (IPA) when they made a claim on their home assistance insurance policy. References to IPA include its agents. What happened In April 2020, Mr H contacted IPA to make a claim on his hom... (6 pages)View decision -
Decision Reference DRN4989490
7 Mar 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A’s complaint is about the way in which U K Insurance Limited (UKI) handled a claim on their home emergency insurance policy. All references to UKI include its claims handlers. background Mrs A was discharged from hospital following treatment for a chronic ... (2 pages)View decision -
Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN7976239
5 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMrs H complains that the multi-fuel boiler stove she bought, using her Lloyds TSB Bank plc credit card, is not fit for purpose as its output is insufficient for the size of her house. She brings her complaint under section 75 of the Consumer Credit Act 1974.backgroundAt the end of Nov... (2 pages)View decision -
Decision Reference DRN5165447
14 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M and Mrs N complain about Aviva Insurance Limited’s decision to decline their claim on their home emergency policy. backgroundIn November 2016 Mrs N took out home emergency cover with Homeserve, underwritten by Aviva. In January 2017 Mr M called Homeserve to report ... (2 pages)View decision -
Decision Reference DRN6565872
3 Jun 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr S has a home emergency policy with Ageas Insurance Limited. He has complained that Ageas would not agree to repair his boiler when it broke down. It said the boiler had not been serviced for some time and was beyond economical repair (BER). backgroundAgeas sent... (2 pages)View decision -
Decision Reference DRN-2412893
5 Jan 2021 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-2412893 The complaint Mr S has complained about his let property insurer Liberty Mutual Insurance Europe SE because it declined a claim he made when he had to replace an electric boiler. What happened Mr S lets a property which is managed for him by agents. Neighbours reported an issue... (2 pages)View decision -
Decision Reference DRN5028255
29 Jan 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms D complains that Royal & Sun Alliance Insurance plc is responsible for mishandling her home emergency insurance policy.backgroundIn January 2015 Ms D took out a home emergency policy. It was branded with the name of an insurance intermediary. Until about November 2017 a syndicate of... (4 pages)View decision