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 DRN6660381
16 Mar 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr A has complained to us about the service he’s received from Inter Partner Assistance SA, trading as Homeserve. backgroundMr A has a home emergency repair policy with Homeserve. Homeserve’s engineer found a problem with Mr A’s boiler when carrying out an inspection. Mr... (2 pages)View decision -
Decision Reference DRN-5626605
16 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5626605 The complaint Mr and Mrs S have complained that One Insurance Limited unfairly declined a claim under Mrs S’s home emergency insurance policy. What happened Mrs S bought a home emergency policy underwritten by One Insurance. The policy covered emergency repairs costing up t... (4 pages)View decision -
Decision Reference DRN-3337837
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3337837 The complaint Mr R complains that BG Insurance Limited (BG) declined a claim under his home emergency policy. He says BG said certain repairs hadn’t been covered by his policy since 2016, but it hadn’t advised him of this. He would like his excess premiums refunded. What happen... (3 pages)View decision -
Decision Reference DRN8372508
24 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited (BG) has contributed to the premature failure of his boiler.backgroundMr B had a Home Emergency policy with BG for a number of years that covered a rental property. When Mr B had an annual gas safety check done on his ... (3 pages)View decision -
Decision Reference DRN4838286
19 Mar 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (RSA) unfairly declined a claim he made under his caravan insurance policy.backgroundMr S owns a holiday caravan, which he has protected by an insurance policy underwritten by RSA. In mid-2017, Mr S’s grandd... (3 pages)View decision -
Decision Reference DRN-5504096
20 Jun 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5504096 The complaint Mr T complains about the renewal price Evolution Insurance Company Limited offered him for his boiler cover insurance policy in September 2024. What happened Mr T purchased a Heating Care policy from Evolution via an online price comparison website in September... (5 pages)View decision -
Decision Reference DRN4139632
8 Oct 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs C complains about delays in British Gas Insurance Limited (“BGI”) resolving a fault with her boiler, and the costs she incurred because of this.background Mrs C said that she’d had an intermittent problem with her heating, which left the heating either stuck constantly on, or not wo... (4 pages)View decision -
Decision Reference DRN1198022
22 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about a Home Care Cover policy he has with British Gas Insurance Limited. He’s unhappy about the time and number of visits it took to fix the problems he was having with his boiler. backgroundOn 26 October 2016, Mr C made a claim to British Gas after ... (3 pages)View decision -
Decision Reference DRN1992001
17 Oct 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Inter Partner Assistance S.A. is responsible for poor service under a home emergency insurance policy.backgroundMr and Mrs H had an annual home emergency policy branded with the name of an insurance intermediary. It covered repairs to their ce... (2 pages)View decision -
Decision Reference DRN-5076727
4 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5076727 The complaint Mr M is unhappy with Aviva Insurance Limited’s (Aviva) handling of information given to him in relation to his boiler warranty. Any references to Aviva include their agents. What happened Mr M has a Homeserve policy for a boiler which was fitted in a property... (2 pages)View decision