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-2766045
28 May 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2766045 The complaint Ms N’s complained that Great Lakes Insurance SE didn’t replace her boiler under her boiler protection policy. What happened In the second half of 2019, Ms N bought a policy online from Great Lakes to cover her against boiler breakdown. She agreed to pay for the p... (2 pages)View decision -
Decision Reference DRN6045691
12 Jan 2017 Clydesdale Financial Services Limited Not upheldBanking and creditMs E, who is represented by Mr N, complains that Clydesdale Financial Services Limited rejected her claim under Section 75 Consumer Credit Act 1974 in respect of a boiler.background In 2013 Mr N and Ms E had boiler fitted by a company I’ll call B. They say that a... (2 pages)View decision -
Decision Reference DRN0753058
16 Sep 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C says Aviva insurance Limited mishandled a claim under his home emergency insurance policy.backgroundMr C has a home emergency insurance policy that covers his boiler. In April 2016 Mr C made a claim. Aviva sent out an engineer who advised that the boiler was beyon... (2 pages)View decision -
Decision Reference DRN8430718
7 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M and Miss R are unhappy with Aviva Insurance Limited’s handling of a claim under their home emergency insurance policy. The policy is held in Miss R’s name but Mr M has represented her in the complaint.backgroundI issued a provisional decision on this matter on 23 ... (6 pages)View decision -
Decision Reference DRN-5964271
11 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5964271 The complaint Mr S complains about the service he received from British Gas Insurance Limited (BGIL) under a HomeCare policy when he experienced issues with his boiler. What happened Mr S held a HomeCare policy with BGIL, which covers a tenanted property that he rents out. ... (5 pages)View decision -
Decision Reference DRN6415015
22 Jan 2015 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr N complains that Acromas Insurance Company Limited mishandled his claim on a home emergency policy.backgroundMr N had a policy underwritten by Acromas. He reported a problem with his boiler. He complained after the insurer or its agents left it in pieces and said it was beyond econom... (2 pages)View decision -
Decision Reference DRN4515969
6 Dec 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr P complains about the service he received from The Society of Lloyd’s when he made a claim under his home emergency policy. backgroundIn early November 2015 Mr P’s boiler broke down and he didn’t have any heating or hot water. His household includes his elderly mothe... (2 pages)View decision -
Decision Reference DRN-1445203
7 Feb 2020 British Gas Insurance Limited UpheldInsuranceDRN-1445203 The complaintMrs P is unhappy that British Gas Insurance Limited have declined to cover the costs of repairs to her boiler. What happenedMrs P has an insurance policy with British Gas to cover servicing and repairs to her boiler. During an annual service in April 2019 the Briti... (2 pages)View decision -
Decision Reference DRN2793151
8 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under a landlords’ home emergency insurance policy.backgroundMr M has British Gas insurance cover. Where I refer to British Gas or the insurer I refer to the insurance company by that name and I ... (3 pages)View decision -
Decision Reference DRN9724341
5 Jul 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs R has complained about Inter Partner Assistance SA (IPA). She feels that it was responsible for causing a leak at her property after it was called out under home emergency policy.background I considered this complaint and outlined my thoughts and the background to th... (2 pages)View decision