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-3983574
5 Apr 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3983574 The complaint Mr R complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline his claim under his home emergency insurance. What happened Mr R says he noticed a problem with his central heating, so he called a contractor – who Mr R says he uses for... (4 pages)View decision -
Decision Reference DRN-2476617
18 Mar 2021 U K Insurance Limited UpheldInsuranceDRN-2476617 The complaint Ms L has complained about the way U K Insurance Limited (“UKI”) handled a claim she made under her home insurance policy. What happened Ms L held a home insurance policy with UKI. The policy included home emergency cover. UKI delegated responsibility for managing ... (4 pages)View decision -
Decision Reference DRN3300835
9 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr D is unhappy with the service received from Inter Partner Assistance SA (“IPA”) in relation to his home emergency insurance policy. backgroundMr D took out a policy with IPA in 2014 and it came out to carry out a first inspection of his boiler. The boiler was fou... (2 pages)View decision -
Decision Reference DRN-5817921
3 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5817921 The complaint Mr C complains about the level of service provided by Aviva Insurance Limited after incepting a boiler insurance policy. While Aviva are the underwriters of the policy, HomeServe administer it. Therefore, for ease of reading, I’ve referred to HomeServe througho... (2 pages)View decision -
Decision Reference DRN-5186934
3 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5186934 The complaint Mrs O has complained about the service she received from British Gas Insurance Limited (BG) when she had a problem with her boiler and being charged for a procedure she believes was unnecessary. I previously issued a provisional decision in this case. I receiv... (5 pages)View decision -
Decision Reference DRN-3549186
17 Jun 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3549186 The complaint Ms L complains that A Shade Greener (Boilers) LLP (“ASG”) has no right to charge her for a repair undertaken to her boiler in 2021, about a poor quality power flush that was undertaken when the boiler was installed in 2014 and how she was treated when she fell int... (5 pages)View decision -
Decision Reference DRN8541556
13 Nov 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs H complains that Inter Partner Assistance S.A. is responsible for poor service under her home emergency insurance policy.backgroundMrs H had a policy branded with the name of an insurance intermediary. IPA was the insurer responsible for dealing with claims. Wher... (4 pages)View decision -
Decision Reference DRN-4625150
5 Mar 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4625150 The complaint Mr M complains about work carried out by Domestic & General Insurance Plc (‘D&G) under his boilercare policy. What happened Mr M holds boilercare cover with D&G. He says he noticed some problems with his heating and hot water, but didn’t arrange any re... (2 pages)View decision -
Decision Reference DRN2351041
3 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained that British Gas Insurance Limited (BG) wouldn’t fix his boiler because a spare part was declared to be obsolete, and misled him into believing that the boiler remained covered under his HomeCare policy when it wasn’t.I issued a provisional decision in this case and rec... (4 pages)View decision -
Decision Reference DRN1610964
18 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited (BG) didn’t inspect his boiler properly under his HomeCare policy and didn’t identify a leak that caused corrosion. This led to him having to replace his boiler.backgroundMr P had his boiler serviced by BG every year since 2015. It had an a... (2 pages)View decision