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 DRN6664397
27 Mar 2017 AWP P&C SA UpheldInsurance (excluding PPI)Mr V is unhappy about how AWP P&C SA settled his claim for a broken boiler made on his emergency cover policy. backgroundMr V’s boiler broke and he called AWP. An engineer came out and three repairs were made with three replacement parts, one after each other. Whe... (2 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 DRN7776893
29 Jan 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Miss P complains about the handling of a claim under a property owners’ insurance policy by Liverpool Victoria Insurance Company Limited (“LV”).Miss P is the leaseholder of a flat, and has brought her complaint here in this capacity. backgroundFollowing a fire in a ... (5 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 -
Decision Reference DRN2366641
13 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he has received from British Gas Insurance Limited. He considers that British Gas misdiagnosed a fault with his central heating system and would like British Gas to cover the cost of his new boiler. backgroundMr A holds a HomeCare policy, underwritten by ... (4 pages)View decision -
Decision Reference DRN6282494
28 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs B’s complaint is about the handling of a claim made under her central heating insurance policy with British Gas Insurance Limited.backgroundOn 21 January 2019, Mrs B made a claim under her policy when her boiler was making a loud noise. An engineer attended on 23 January 2019 and the b... (3 pages)View decision -
Decision Reference DRN-4877516
27 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4877516 The complaint Mr M is unhappy about the resolution of his claim with Inter Partner Assistance SA (“IPA”) under his home emergency policy. What happened Mr M made a claim for an engineer to attend his property when his boiler had broken down. His family was without heating and h... (3 pages)View decision -
Decision Reference DRN-3076285
26 Oct 2021 UK General Insurance Limited UpheldInsuranceDRN-3076285 The complaint Mr H complains that UK General Insurance Limited (UKGI) took too long to repair his heating boiler, charged him two fees instead of one and completed the repairs so poorly he had to replace the boiler. He wants UKGI to pay him the cost of the boiler and the second... (3 pages)View decision -
Decision Reference DRN-5898658
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5898658 The complaint Mr K and Mr K complain that UK Insurance Limited trading as Direct Line (UKI) declined a claim they made on their landlord insurance policy. For ease of reading I will refer to Mr K throughout my decision since he has brought the complaint to this Service on b... (3 pages)View decision -
Decision Reference DRN-3704793
15 Sep 2022 Amtrust Europe Limited UpheldInsuranceDRN-3704793 The complaint Mrs L complains about Amtrust Europe Limited’s handling of a claim she made under her central heating breakdown policy. Any reference to Amtrust includes its agents, claim handlers, and contractors. Background I issued my provisional decision on this complaint on ... (4 pages)View decision