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 DRN0718642
1 Aug 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr G has complained that Inter Partner Assistance SA refused to provide cover for a claim he made under his home emergency policy. backgroundI issued a provisional decision on this complaint in June this year. An extract from that decision follows:“Mr G’s boiler and ... (5 pages)View decision -
Decision Reference DRN-2476617
18 Mar 2021 U K Insurance Limited UpheldInsuranceDRN-2476617 The complaint Ms L has complained about the way U K Insurance Limited (“UKI”) handled a claim she made under her home insurance policy. What happened Ms L held a home insurance policy with UKI. The policy included home emergency cover. UKI delegated responsibility for managing ... (4 pages)View decision -
Decision Reference DRN2086957
21 Aug 2019 Astrenska Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that Astrenska Insurance Limited declined her home emergency claim. She is also unhappy with the service she received when trying to resolve her claim.backgroundMrs K is a landlord, and in December 2018 her tenant contacted her to say their boiler wasn’t working so they had... (3 pages)View decision -
Decision Reference DRN6866436
1 Jun 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mrs B complains about the service she received from Ageas Insurance Limited under her home emergency insurance policy.backgroundMrs B experienced problems with her central heating boiler and Ageas attended.Mrs B was unhappy with the work carried out by Ageas and she cons... (3 pages)View decision -
Decision Reference DRN2351041
3 Jun 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained that British Gas Insurance Limited (BG) wouldn’t fix his boiler because a spare part was declared to be obsolete, and misled him into believing that the boiler remained covered under his HomeCare policy when it wasn’t.I issued a provisional decision in this case and rec... (4 pages)View decision -
Decision Reference DRN1051623
23 Apr 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr H and Miss C’s complaint is about the handling of a claim under their home emergency insurance policy with U K Insurance Limited (“UKI”).backgroundOn 27 December 2018, Miss C made a claim under the policy, as her boiler had stopped working. UKI sent an engineer to look at the boiler the... (3 pages)View decision -
Decision Reference DRN7852097
1 Sep 2017 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr M complains that Society of Lloyd’s is responsible for poor service under a home assistance insurance policy.background Mr M has a boiler made by a well-known manufacturer and installed in 2007. In 2016 he called his insurer for help with his boiler. He complained ... (3 pages)View decision -
Decision Reference DRN6676822
27 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They believe it condemned their boiler unnecessarily following a claim under their home care policy.backgroundMr and Mrs H say that British Gas incorrectly condemned their boiler. They want it to pay for... (2 pages)View decision -
Decision Reference DRN3169166
9 Dec 2015 UK General Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that UK General Insurance Limited (“UKG”) mishandled a claim he made under his home emergency insurance policy, with the result that he had to install a new central heating boiler.backgroundMr P owned a residential property which was rented to a tenant. In... (2 pages)View decision -
Decision Reference DRN-2687548
8 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2687548 The complaint Mr B complains that British Gas Insurance Limited failed to repair his boiler for over 14 months under his home emergency cover. What happened Mr B had a HomeCare home emergency policy with British Gas. In November 2019, British Gas cancelled a scheduled boiler se... (2 pages)View decision