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
-
Decision Reference DRN7517443
4 Feb 2021 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited unfairly declined their home insurance claim. background Mr and Mrs H have home insurance provided by Admiral. In early January 2019, Mr H noticed their boiler (located in an outhouse) was... (5 pages)View decision -
Decision Reference DRN9647322
20 Feb 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs A’s complaint is about the handling of a home emergency insurance policy with Inter Partner Assistance SA (“IPA”).backgroundMrs A made a claim under the policy on 5 March 2018. IPA arranged for a contractor to attend. He said the main heat exchanger was faulty ... (4 pages)View decision -
Decision Reference DRN4579504
25 Jul 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs T complain about the standard of service they received from Inter Partner Assistance SA (‘IPA’) when they made a claim under their home emergency policy. backgroundMr and Mrs T have a home emergency policy with IPA through their bank account. In October 2... (2 pages)View decision -
Decision Reference DRN7591477
1 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency policy when her heating stopped working properly.background When Mrs T’s boiler was cutting out and some of her radiators stopped working, British Gas’ service team... (3 pages)View decision -
Decision Reference DRN8297826
5 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr L reported a problem with his heating boiler. He later complained to BG about the service he’d received. BG rejected Mr L’s complaint... (2 pages)View decision -
Decision Reference DRN-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5817016
2 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5817016 The complaint Miss S is complaining about the service Aviva Insurance Limited provided when she asked for assistance through her home emergency policy. She says she’s significantly out of pocket as a result of Aviva’s actions. What happened In November 2024 Miss S contacted ... (3 pages)View decision -
Decision Reference DRN-4298517
8 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4298517 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim he made under his home emergency policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral has accepted ... (3 pages)View decision -
Decision Reference DRN-5476936
11 Apr 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5476936 The complaint Mrs A complains that Inter Partner Assistance SA (“IPA”) failed to deal with a claim on her home emergency policy correctly, and the failure to diagnose the problem caused her boiler to break down completely. What happened Mrs A made a claim on her policy. She ... (3 pages)View decision -
Decision Reference DRN0731797
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited has been unfair when it renewed a home emergency policy for her boiler.backgroundIn 2003 Mrs C took out a home emergency policy for the boiler at her tenanted house with British Gas. The policy was renewed each year un... (2 pages)View decision