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-3863393
9 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3863393 The complaint Mrs B has complained about British Gas Insurance Limited’s incorrect decision to condemn her boiler following a service which led her to purchase a replacement boiler unnecessarily. What happened Mrs B held a Homecare Agreement with British Gas. Part of the agreem... (2 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 DRN-5005709
16 Oct 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5005709 The complaint Mrs P complains about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy when she had problems at her rental property. References to Evolution in this decision include their agents who provide services under ... (8 pages)View decision -
Decision Reference DRN7339524
17 Oct 2013 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about the decision of AXA Insurance UK Plc (“AXA”) to decline their claim for damage to their boiler under their home insurance policy.backgroundMr and Mrs H made a claim under their policy after the service panel of their boiler had blown away from the r... (2 pages)View decision -
Decision Reference DRN-4265294
5 Sep 2023 Great Lakes Insurance SE Not upheldInsuranceDRN-4265294 The complaint Mr B complains that he needed to replace his boiler after Great Lakes Insurance SE (GLI) carried out work on it. Although Mr B was not the policy holder, he was a direct beneficiary of the group home emergency policy underwritten by GLI. Therefore, his complaint a... (2 pages)View decision -
Decision Reference DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (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-3446908
23 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3446908 The complaint Mr H is unhappy with how Inter Partner Assistance SA (IPA) has dealt with his claim made under his home emergency insurance policy. What happened The background to this case is well known to both parties and has been summarised by our investigator in her view of t... (4 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 DRN1892282
26 Sep 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about how Aviva Insurance Limited dealt with his claim under his home emergency insurance policy.In this decision I’ll refer to Aviva’s agents as Aviva.backgroundMr S’ boiler stopped working and he had no heating or hot water. He contacted Aviva to get ... (3 pages)View decision