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-1949016
4 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949016The complaintMr B has complained that British Gas Insurance Limited (BG) advised him that his boiler needed to be replaced when it was in fact capable of being repaired. What happenedMr B had a Homecare policy with BG for many years covering a rental property. At a routine gas s... (2 pages)View decision -
Decision Reference DRN-2484260
18 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2484260 The complaint Mr and Mrs M complain that British Gas Insurance Limited (BG) has unfairly declined their claim under their home emergency policy. What happened Mr and Mrs M rent out a property. The tenants contacted BG as they complained that they had no heating and hot water. T... (3 pages)View decision -
Decision Reference DRN8794986
7 Feb 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D is complaining that he thinks British Gas Insurance Limited (British Gas) damaged his boiler when he claimed on his home emergency insurance policy.backgroundMr D’s boiler broke down so he contacted British Gas to ask it to repair it under his home emergency insuran... (3 pages)View decision -
Decision Reference DRN-5379317
7 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5379317 The complaint Mr M has complained about the way in which Aviva Insurance Limited (‘Aviva’) handled his claim for boiler break-down under his boiler insurance policy. For the avoidance of doubt, the term Aviva includes reference to its agents, contractors, and technicians for... (6 pages)View decision -
Decision Reference DRN-3037873
27 Sep 2021 Aviva Insurance Limited UpheldInsuranceDRN-3037873 The complaint Mr A is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for damage to his boiler. What happened Mr A held a home insurance policy with Aviva which included home emergency cover. On 11 January 2021 Mr A contacted Aviva and exp... (4 pages)View decision -
Decision Reference DRN-3465786
27 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3465786 The complaint Mrs B and Mr K have complained that Aviva Insurance Limited (“Aviva”) led them to believe they could get home emergency cover for their boiler if they had some work done to it – but then declined cover when the work had been done. What happened In summer 2021, Mrs... (2 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-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 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 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