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 DRN-2300986
29 Oct 2020 Aviva Insurance Limited UpheldInsuranceDRN-2300986 The complaint Mr S’ complaint is about the refusal of a claim under his central heating insurance policy with Aviva Insurance Limited (Aviva). What happened On 3 December 2019, Mr S made a claim after his boiler broke down. Aviva sent an engineer who diagnosed that the boiler w... (3 pages)View decision -
Decision Reference DRN-4912572
26 Sep 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4912572 The complaint Mr M has complained that Homeserve Membership Limited (‘Homeserve’) mis-sold him his home emergency policy. What happened Mr M has had a home emergency policy for many years and in 2016 his policy was migrated over to Homeserve, an insurance intermediary. Whe... (4 pages)View decision -
Decision Reference DRN4175351
8 May 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L are unhappy with the service provided by Aviva Insurance Limited in relation to her claim under their home emergency insurance policy. The policy is in Mrs L’s name butMr L has been dealing with the complaint and so I will refer to Mr and Mrs L thro... (4 pages)View decision -
Decision Reference DRN-5743882
6 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5743882 The complaint Mr E, on behalf of Mrs E, complains that Aviva Insurance Limited (“AIL”) deemed her boiler beyond repair following a claim under the home emergency policy, and caused damage resulting in additional costs. When I refer to what Mr E said, and what AIL said, it sh... (4 pages)View decision -
Decision Reference DRN2883737
2 Oct 2015 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mr B complains about Homeserve Membership Limited’s handling of a claim he made under his plumbing and drainage insurance policy.backgroundIn January 2015, Mr B contacted Homeserve about a leak in his home. Homeserve sent its contactors to inspect it several times. ... (2 pages)View decision -
Decision Reference DRN-2932627
18 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2932627 The complaint Mr L complains about the way that his home emergency claim for repairs to his boiler was handled by Royal & Sun Alliance Insurance Plc (RSA). The claim was administered by an insurance management company though for convenience I’ll refer to RSA throughout. Wha... (2 pages)View decision -
Decision Reference DRN-4089757
21 Apr 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4089757 The complaint Mrs B complains that Aviva Insurance Limited incorrectly deemed her boiler beyond economical repair. Aviva was the underwriter for Mrs B’s home emergency policy, so it was responsible for anything relating to the claim. Although its agents may have completed work ... (4 pages)View decision -
Decision Reference DRN7077049
24 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs E’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited. Mrs E is represented in this complaint by her son, Mr E, and so I will refer to him throughout. backgroundIn late September 2018, Mr E made a claim under t... (3 pages)View decision -
Decision Reference DRN-5273695
27 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5273695 The complaint Mrs T has complained about the way Evolution Insurance Company Limited (‘Evolution’) dealt with a claim she wanted to make on her home care policy after her boiler stopped working. Where I refer to Evolution, this includes the actions of its agents and claims ... (3 pages)View decision -
Decision Reference DRN-2352916
26 Feb 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-2352916 The complaint Mrs V complains that Admiral Insurance (Gibraltar) Limited (Admiral) repaired her boiler with used parts, causing irreparable damage. What happened Mrs V had home insurance with Admiral, including home emergency cover. She made a claim under her policy after notic... (3 pages)View decision