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 DRN5165447
14 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M and Mrs N complain about Aviva Insurance Limited’s decision to decline their claim on their home emergency policy. backgroundIn November 2016 Mrs N took out home emergency cover with Homeserve, underwritten by Aviva. In January 2017 Mr M called Homeserve to report ... (2 pages)View decision -
Decision Reference DRN-3610564
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3610564 The complaint Mr F and Mrs F complain about British Gas Services Limited (“British Gas”) because they think that they did not receive the benefit of cover for around 2 years. They want a refund of their premiums and compensation for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN-5863428
21 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5863428 The complaint Mrs O complains that Financial & Legal Insurance Company Ltd (“FLIC”) declined to cover a failed central heating pump under her home emergency insurance policy, and about the service she got from it during her claim. When I mention FLIC I also mean its supp... (3 pages)View decision -
Decision Reference DRN-5763378
16 Dec 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5763378 The complaint Mr N complains that Evolution Insurance Company Limited (“Evolution”) didn’t repair his boiler under his home breakdown policy and cancelled his policy. What happened Mr N held a home breakdown policy with Evolution which covered his boiler and central heating... (3 pages)View decision -
Decision Reference DRN2953198
24 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundMrs T had British Gas cover for her central heating. Her boiler was over twenty years old. She complained that British Gas damaged it. British Gas sent her a cheque for £250 but s... (2 pages)View decision -
Decision Reference DRN9553206
20 Feb 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with what British Gas Insurance Limited (British Gas) did after the boiler in a property he owns failed an emissions test in January 2019. backgroundMr S has insurance with British Gas which covers repairs to the boiler in his rented property. In mid-January the boiler fail... (3 pages)View decision -
Decision Reference DRN-3378335
23 May 2022 Great Lakes Insurance SE Not upheldInsuranceDRN-3378335 The complaint Ms S complains about Great Lakes Insurance SE (“Great Lakes”) in respect of her home emergency insurance policy. She thinks that her home and family were left at risk from the boiler for a long period and she wants Great Lakes to pay her compensation for her distr... (3 pages)View decision -
Decision Reference DRN-2170236
23 Oct 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2170236 The complaint Mrs L is unhappy about how Inter Partner Assistance SA (IPA) dealt with a claim under her home emergency policy. Mrs L is represented on this case but, for ease, I will refer only to Mrs L. What happened Mrs L’s family visited her in her home and found she had no ... (3 pages)View decision -
Decision Reference DRN-4845052
26 Jun 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4845052 The complaint Mr A has complained that Aviva Insurance Limited misdiagnosed an issue with his boiler, failed to notice a leak, caused it to be beyond economical repair (BER) and left it in a condition which meant no other engineer would look at it. Mr A made a claim under his B... (2 pages)View decision -
Decision Reference DRN-3501783
16 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3501783 The complaint Mrs A has complained that Aviva Insurance Limited’s agents caused damage to her boiler while carrying out a service. Mrs A held a Plumbing and Boiler cover policy with Aviva. All reference to the insurer Aviva in my decision includes its agents. What happened Mrs ... (3 pages)View decision