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 DRN3878940
31 Jan 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited didn’t properly maintain his boiler under a home care policy, and he’s had to replace it. backgroundFrom 2013 Mr D had a home care policy with British Gas which covered his boiler. He held the policy until 2016, and i... (4 pages)View decision -
Decision Reference DRN7661608
9 Jan 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that U K Insurance Limited (“UKI”) won’t pay his landlord insurance claim for a damaged boiler. backgroundMr B has landlord insurance with UKI which covers a number of properties. In May 2017 he made a claim to UKI for damage to the boiler at one of ... (2 pages)View decision -
Decision Reference DRN-5005709
16 Oct 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5005709 The complaint Mrs P complains about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy when she had problems at her rental property. References to Evolution in this decision include their agents who provide services under ... (8 pages)View decision -
Decision Reference DRN0803469
29 Sep 2016 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mrs S complains that when she made a claim on her home emergency policy Amtrust Europe Limited charged her a call out charge for a visit by an engineer. Where I refer to Amtrust, this includes its claims handlers.backgroundMrs S phoned Amtrust when her boiler stoppe... (3 pages)View decision -
Decision Reference DRN7339524
17 Oct 2013 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about the decision of AXA Insurance UK Plc (“AXA”) to decline their claim for damage to their boiler under their home insurance policy.backgroundMr and Mrs H made a claim under their policy after the service panel of their boiler had blown away from the r... (2 pages)View decision -
Decision Reference DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (2 pages)View decision -
Decision Reference DRN1892282
26 Sep 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about how Aviva Insurance Limited dealt with his claim under his home emergency insurance policy.In this decision I’ll refer to Aviva’s agents as Aviva.backgroundMr S’ boiler stopped working and he had no heating or hot water. He contacted Aviva to get ... (3 pages)View decision -
Decision Reference DRN-3062404
3 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3062404 The complaint Mr T complains that HSBC UK Bank Plc declined his claim under Section 75 of the Consumer Credit Act 1974. What happened In March 2019 Mr T purchased a boiler using his HSBC credit card. The boiler came with a 10-year service plan and a 12 months installation warra... (2 pages)View decision -
Decision Reference DRN-2704591
7 Apr 2021 Swinton Group Ltd Not upheldInsuranceDRN-2704591 The complaint Ms W complains about Swinton Group Ltd (Swinton) who didn’t offer a contribution towards the cost of her replacement boiler, that was deemed beyond economical repair under her home emergency policy. What happened Ms W’s boiler broke down and she contacted Swinton ... (2 pages)View decision -
Decision Reference DRN1561982
10 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited mis-sold her a boiler protection policy. She feels that she would never have been able to claim on the policy that she has, and so the policy was unsuitable.backgroundMiss C has held a boiler protection and maintenan... (2 pages)View decision