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-4729127
8 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4729127 The complaint Ms C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Ms C had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of the policy, ... (4 pages)View decision -
Decision Reference DRN-4344109
17 Oct 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4344109 The complaint Mrs D complains about Royal and Sun Alliance Insurance Limited (RSA) who declined her claim under her home emergency policy. What happened Mrs D held a home emergency policy with RSA. She explained that her boiler broke down following an annual service that RSA co... (3 pages)View decision -
Decision Reference DRN-2607425
18 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2607425 The complaint Mr E complains about the service provided by British Gas Insurance Limited under its Home Care insurance policy. What happened I issued a provisional decision on this matter earlier this month, part of which is copied below: “Mr E holds a Home Care policy with Bri... (5 pages)View decision -
Decision Reference DRN-4741815
12 Jun 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4741815 The complaint Miss N complains about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy when she had problems with her boiler. References to Evolution in this decision include their agents who provide services under the policy... (5 pages)View decision -
Decision Reference DRN-5746242
18 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5746242 The complaint Miss T has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance “NPF” declined her claim against it under Section 75 of the Consumer Credit Act 1974 (The Act). What happened Miss T bought a boiler including installation in December 2... (10 pages)View decision -
Decision Reference DRN-4661549
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661549 The complaint Mr and Mrs C complain about Aviva Insurance Limited (Aviva) poor service and delay, following a claim under his home emergency policy. Any reference to Aviva includes its agents. What happened Mr and Mrs C held a home emergency policy with Aviva, which covered boi... (3 pages)View decision -
Decision Reference DRN9292122
29 Mar 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs A is unhappy with the handling of a claim made under her boiler breakdown policy with Aviva Insurance Limited.Aviva Insurance Limited uses agents to handle claims on its behalf. Any time I refer to Aviva in this decision, it should be taken to include those agents... (4 pages)View decision -
Decision Reference DRN-2633356
10 Mar 2021 Alwyn Insurance Company Limited Not upheldInsuranceDRN-2633356 The complaint Mr and Mrs L complain that Alwyn Insurance Company Limited wouldn’t contribute towards their replacement boiler under their home emergency insurance policy, as it said it was beyond economical repair. What happened When Mr and Mrs L found their boiler was leaking ... (2 pages)View decision -
Decision Reference DRN8762305
30 Jun 2020 OVO (S) HOME SERVICES LIMITED Not upheldInsurance (excluding PPI)Mr M complains OVO (S) Home Services Ltd caused damage to his home, as their engineer failed to attend an agreed appointment to fix his boiler, and a leak occurred some days later.backgroundMr M had 24-hour boiler cover with OVO (previously known as SSE). A fault occurred, and OVO attended... (3 pages)View decision -
Decision Reference DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision