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-2170236
23 Oct 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2170236 The complaint Mrs L is unhappy about how Inter Partner Assistance SA (IPA) dealt with a claim under her home emergency policy. Mrs L is represented on this case but, for ease, I will refer only to Mrs L. What happened Mrs L’s family visited her in her home and found she had no ... (3 pages)View decision -
Decision Reference DRN-4656684
3 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4656684 The complaint Mr S complains that British Gas Insurance Limited has failed to adequately service his boiler each year under his HomeCare Insurance policy. What happened Since 2017, Mr S has paid for a HomeCare insurance policy with British Gas for a property he lets out. A bene... (2 pages)View decision -
Decision Reference DRN5532382
30 Nov 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains about the standard of work carried out by British Gas Insurance Limited (BG) under a HomeCare Three Agreement. He says there was a lack of reasonable care and skill in the services provided. background There is a detailed background which I don’t intend to rehearse in full. ... (6 pages)View decision -
Decision Reference DRN0260146
27 Jun 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited wrongly diagnosed his boiler as beyond economic repair under his landlord home care insurance policy and that it took a premium after the policy was cancelled.My references to Aviva include its agents.backgroundIn January 2... (2 pages)View decision -
Decision Reference DRN0833164
23 Mar 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs P complains that the claim she made under her HomePlan insurance policy was handled poorly by Society of Lloyd’s. backgroundMrs P’s policy covered apparatus providing important services to and in her home, including the central heating system and boiler and the water... (2 pages)View decision -
Decision Reference DRN9663159
15 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G owned a property with an old central heating boiler. Through a letting agent, he let the property to tenants. He had a British Gas insurance... (4 pages)View decision -
Decision Reference DRN-3115253
27 Oct 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3115253 The complaint Mr N complains about Aviva Insurance Limited (Aviva) who declined his claim, under his home emergency insurance. What happened Mr N’s boiler broke down. He attempted to repair it by isolating the remote-control system, putting it into manual and managed to restart... (2 pages)View decision -
Decision Reference DRN0703741
7 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs P’s complaint is about her home emergency insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in May 2018, the main part of which is copied below: “Mrs P held the insurance policy with British Gas for aroun... (3 pages)View decision -
Decision Reference DRN-4831985
14 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4831985 The complaint Mr A is unhappy about the way Aviva Insurance Limited (Aviva) has handled a claim he made under his home emergency policy, regarding issues he was experiencing with his boiler and water heating system. What happened Mr A contacted Aviva in November 2023, about ... (3 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