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-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 -
Decision Reference DRN5266212
17 Nov 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains that Acromas Insurance Company Limited should make payment under a home emergency policy.backgroundMr K had a policy branded with the name of his bank. The home emergency cover was underwritten by Acromas. Mr K paid to have his boiler replaced. He complained when Acromas d... (2 pages)View decision -
Decision Reference DRN-3168763
18 Nov 2021 AWP P&C SA UpheldInsuranceDRN-3168763 The complaint Ms K is unhappy with the service provided by AWP P&C SA following a claim under her home emergency cover. What happened In March 2020 Ms K contacted AWP because she was having problems with her boiler not heating. AWP arranged for an engineer to attend to the... (3 pages)View decision -
Decision Reference DRN-3549186
17 Jun 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3549186 The complaint Ms L complains that A Shade Greener (Boilers) LLP (“ASG”) has no right to charge her for a repair undertaken to her boiler in 2021, about a poor quality power flush that was undertaken when the boiler was installed in 2014 and how she was treated when she fell int... (5 pages)View decision -
Decision Reference DRN8804822
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about the service she received from British Gas Insurance Limited under her home care policy.backgroundMs C’s boiler was making a noise. So British Gas sent out an engineer to investigate. Ms C said the engineer advised that the boiler needed to be rep... (2 pages)View decision -
Decision Reference DRN1483705
13 Oct 2015 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr K complains about Society of Lloyd’s refusal to repair his boiler under his home emergency insurance policy.backgroundMr K took out a Home Plan insurance policy with Lloyd’s in November 2014. In December Mr K had problems with his heating and hot water so he made ... (2 pages)View decision -
Decision Reference DRN4463540
22 Oct 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)ComplaintMr and Mrs P are unhappy with Aviva Insurance Limited’s actions about their boiler breakdown cover.Another company is involved in this complaint, but as Aviva are responsible for any claims I’ve only referred to them.BackgroundIn October 2017 Mrs P took out boiler breakdown cover.... (3 pages)View decision -
Decision Reference DRN-2877351
7 Jul 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2877351 The complaint Mrs J complains about the poor service she received from Amtrust Europe Limited (Amtrust) following a claim under her home emergency policy. What happened Mrs J booked an annual service of her boiler but on the day Amtrust cancelled it. A new date was booked and a... (3 pages)View decision -
Decision Reference DRN5915209
26 Mar 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T has complained about the service provided by British Gas Insurance Limited (“British Gas”) under a home care emergency breakdown insurance policy, saying the engineer failed to notice there was sludge in the boiler system and this failure led to the breakdown of the boiler causi... (2 pages)View decision -
Decision Reference DRN1450932
9 May 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr M complains about how Royal & Sun Alliance Insurance Plc (RSA) dealt with his home emergency insurance claim. My references to RSA include its agents.backgroundOn 28 October 2018 Mr M contacted RSA to claim on his home emergency insurance as his heating and hot wa... (2 pages)View decision