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-5703145
25 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5703145 The complaint Mr and Mrs A complain that AWP P&C S.A. (AWP) has unfairly handled a claim made on their home emergency policy. Mr and Mrs A complain that AWP caused avoidable delays and failed to complete a repair to their boiler in a timely manner. This resulted with the... (4 pages)View decision -
Decision Reference DRN-4717253
8 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4717253 The complaint Ms F's complaint is about the handing of claims made under a “Heating, Plumbing and Electrics” insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-3804069
14 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3804069 The complaint Mr L is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) dealt with his claim under his home emergency policy. What happened In February 2022 Mr L contacted RSA to report that his boiler had broken down. RSA arranged for their agents to deal w... (3 pages)View decision -
Decision Reference DRN-4315403
18 Sep 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4315403 The complaint Mr and Mrs W have complained that Aviva Insurance Limited (‘Aviva’) declined their claim for a replacement boiler and also settled a burst pipe claim for less than expected under their home insurance policy. For the avoidance of doubt, the term ‘Aviva’ includes it... (5 pages)View decision -
Decision Reference DRN6697558
20 Jan 2016 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Mr T is unhappy with the handling of his claim under a home emergency insurance policyprovided by Amtrust International Underwriters Ltd.backgroundI issued a provisional decision on this matter in November 2015, part of which is copied below:“Mr T made a claim under h... (3 pages)View decision -
Decision Reference DRN4662619
19 May 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs S complains because Royal & Sun Alliance Insurance Plc (‘RSA’) hasn’t dealt with a claim under her home emergency insurance policy. backgroundMrs S made a claim under her insurance policy with RSA because her boiler broke down.RSA sent an engineer to look at t... (3 pages)View decision -
Decision Reference DRN8211029
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the level of service received from British Gas Insurance Limited duringan annual service carried out in February 2013. Mr H believes that damage was caused tohis central heating system as a result of British Gas’ negligence.backgroundI issued my ... (7 pages)View decision -
Decision Reference DRN0464151
13 Jun 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr and Mrs L complain about Amtrust International Underwriters Ltd’s handling of their home emergency insurance claim for a faulty boiler.backgroundMr and Mrs L had a home emergency insurance policy, underwritten by Amtrust. The policy was provided in connection with Mr and Mrs L’s ban... (5 pages)View decision -
Decision Reference DRN-3137635
24 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3137635 The complaint Mr E complains about British Gas Insurance Limited (BG), regarding safety issues with his boiler, under his home emergency policy. What happened Mr E had a boiler that was around 25 years old, that hadn’t been installed by BG. He also held a home emergency policy ... (3 pages)View decision -
Decision Reference DRN-5837380
21 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837380 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim he made under his HomeServe home emergency policy. References to Aviva include its authorised agents. What happened The details of what happened are well known to both parties. I will summa... (2 pages)View decision