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 DRN4000592
25 Sep 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr M’s complaint is about the service provided by Great Lakes Insurance SE when dealing with a claim under his home emergency insurance policy. backgroundMr M made a claim under his policy in late February 2018, as his boiler had lost pressure following a water leak... (2 pages)View decision -
Decision Reference DRN-2120718
13 Nov 2020 Allianz Global Assistance Not upheldInsuranceDRN-2120718 The complaint Mrs S and Mr S are unhappy that Allianz Global Assistance (Allianz) declined their home emergency claim. What happened Mrs S and Mr S had a home emergency policy with Allianz, which included cover for their primary heating system. Their son, Mr S, dealt with the c... (3 pages)View decision -
Decision Reference DRN8140994
2 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms N complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Ms N complained that a British Gas engineer damaged her boiler. The investigator recommended that the complaint should be upheld in part. He thought t... (2 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 DRN0411273
19 Jul 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms P complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMs P had insurance for her central heating boiler. Aviva was the insurer responsible for dealing with claims. Where I refer to Aviva or the in... (2 pages)View decision -
Decision Reference DRN4588693
14 Sep 2016 Santander UK Plc Not upheldBanking and creditMr W complains that Santander UK plc won’t refund to him the money that he paid for a boiler repair. His complaint is made against Santander under section 75 of the Consumer Credit Act 1974. backgroundMr W used his Santander credit card to pay £1,479.60 to a plumber ... (2 pages)View decision -
Decision Reference DRN-3675575
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3675575 The complaint Mr D complains that British Gas Insurance Limited should have repaired his boiler under the home emergency policy he held with them. He says failure to do so resulted in him replacing the boiler and incurring significant extra costs. What happened The details of t... (2 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 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 DRN-3949185
24 Feb 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3949185 The complaint Mr S complains that Aviva Insurance Limited (Aviva) unfairly removed cover for his boiler and hot water cylinder from his home emergency policy. What happened Mr S took out a home emergency policy with Aviva. This provided cover for: his boiler and heating system;... (2 pages)View decision