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 DRN8168862
7 Jun 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains about the service she received from UK Insurance Limited (UKI) after its engineer damaged a cable whilst fixing her boiler under her home emergency policy.backgroundWhen Mrs M’s boiler stopped working in May 2017, she contacted UKI with whom she had a h... (3 pages)View decision -
Decision Reference DRN-6185761
27 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-6185761 The complaint Mr B complains about how AWP P&C S.A. handled a claim he made on his home emergency insurance policy. Reference to AWP includes its agents. What happened Mr B held a home emergency policy with AWP. Following a power cut, his boiler stopped working so he mad... (3 pages)View decision -
Decision Reference DRN1000625
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B’s complaint is about the ‘Homecare’ agreement she had with British Gas Insurance Limited. In January 2014 when she moved home, she transferred her existing agreement to her new home. She was satisfied with the service she had received to that point, but has no... (5 pages)View decision -
Decision Reference DRN-4954767
19 Sep 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4954767 The complaint Mr G complains about how Domestic & General Insurance Plc dealt with a claim under his home emergency policy when he had problems with his boiler, and cancellation of his policy. References to D&G in this decision include their agents who provide servi... (6 pages)View decision -
Decision Reference DRN1450932
9 May 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr M complains about how Royal & Sun Alliance Insurance Plc (RSA) dealt with his home emergency insurance claim. My references to RSA include its agents.backgroundOn 28 October 2018 Mr M contacted RSA to claim on his home emergency insurance as his heating and hot wa... (2 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-2897815
28 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2897815 The complaint Mrs J complains British Gas Insurance Limited (“British Gas”) failed to carry out her annual boiler service under her HomeCare insurance policy and her boiler broke down as a result. What happened In November 2019, Mrs J’s Homecare insurance policy renewed for 12 ... (2 pages)View decision -
Decision Reference DRN-2414831
26 Jan 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2414831 The complaint Mrs H complains that Amtrust Europe Limited (Amtrust) declined a claim for damage caused by a leak from her boiler and provided poor service under her home emergency policy. What happened Mrs H had her boiler serviced, but it broke down a few weeks later. Amtrust ... (3 pages)View decision -
Decision Reference DRN9805138
15 Dec 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mrs W complains that Homeserve Membership Limited mishandled her central heating boiler breakdown insurance policy.backgroundMrs W called for help. She complained after Homeserve sad the policy didn’t cover her problem. The adjudicator didn’t recommend that the complaint... (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