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-4569925
19 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4569925 The complaint Mr R complains that British Gas Insurance Limited (British Gas) misdiagnosed his boiler as non-repairable, and this resulted in him purchasing a new boiler. He also complains that his policy was cancelled by British Gas, and they didn’t handle his complaint approp... (5 pages)View decision -
Decision Reference DRN8425136
1 Aug 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about the way Aviva Insurance Limited (“Aviva”) handled a claim under her home emergency insurance policy following a water leak under her sink.backgroundIn December 2017, Mrs R took out a home emergency policy underwritten by Aviva. The policy says it... (2 pages)View decision -
Decision Reference DRN2384554
15 May 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss T complains that her replacement boiler – supplied through her gas central heating breakdown insurance policy with Aviva Insurance Limited – doesn’t adequately heat her home.Where I refer to Aviva, this includes their agents and claims handlers. backgroundMiss T h... (2 pages)View decision -
Decision Reference DRN6057954
5 Nov 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains about the HomeCare insurance products British Gas Services Limited arranged for her. She’s said she was paying for two policies when she only needed one, because one of her boilers had been disconnected.backgroundMrs H has two boilers in her house, a... (2 pages)View decision -
Decision Reference DRN-3105041
9 Nov 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3105041 The complaint Mrs B complains that Aviva Insurance Limited declared her boiler beyond economical repair (BER) whilst handling a claim under her home emergency policy, leaving her without heating or hot water. What happened Mrs B’s home emergency policy provides for servicing of... (3 pages)View decision -
Decision Reference DRN-4096541
8 Jun 2023 Evolution Insurance Company Limited Not upheldInsuranceDRN-4096541 The complaint Mr J has complained about how Evolution Insurance Company Limited (Evolution) under a home emergency policy. What happened Mr J contacted Evolution to send an engineer to deal with a fault with his boiler. The engineer found that a part needed to be replaced. He r... (3 pages)View decision -
Decision Reference DRN-4235665
26 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4235665 The complaint Mr M is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim made under his home emergency policy. Any references to RSA include its agents. What happened In December 2022, Mr M had a problem with his boiler and contacted RSA. An eng... (3 pages)View decision -
Decision Reference DRN-5910152
10 Feb 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-5910152 The complaint Mr E complains about the decline of his home emergency claim by Millennium Insurance Company Limited (‘Millenium’). As Millenium have accepted responsibility for agents acting on their behalf, in my decision any reference to Millenium should also be interprete... (2 pages)View decision -
Decision Reference DRN0871987
23 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M complained to BG about this matter. BG offered to return the premiums Mr M had paid under his policy and to pay him £65 compensatio... (5 pages)View decision -
Decision Reference DRN-3039119
9 Sep 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3039119 The complaint Ms D complains about the poor service she received from Royal and Sun Alliance Insurance PLC (RSA), following a claim under her home emergency policy. What happened Ms D owned a property that she rented out to tenants. The boiler broke down and RSA were contacted ... (4 pages)View decision