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-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 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 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 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-4175142
6 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4175142 The complaint Mr M complains about the service he received from British Gas Insurance Limited after his boiler developed a fault. What happened Mr M held a Homecare agreement with British Gas. The policy that is relevant to this complaint commenced on 9 January 2022 although Mr... (4 pages)View decision -
Decision Reference DRN7683051
29 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about the service he received from British Gas Insurance Limited under his home emergency policy. backgroundMr K has a central heating policy with British Gas which includes an annual boiler service. Mr K previously complained to us that British Ga... (2 pages)View decision -
Decision Reference DRN2420470
25 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M complains that British Gas Services Limited gave him poor service under a home care insurance policy.background During an annual service British Gas said there was damage to the casing of M’s central heating boiler. British Gas shut the boiler down and didn’t repa... (2 pages)View decision -
Decision Reference DRN-4216549
21 Jul 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4216549 The complaint Ms O complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline her claim under her home emergency insurance. What happened Ms O says her heating and hot water stopped working so she called RSA to claim under her policy. Ms O says RSA... (2 pages)View decision -
Decision Reference DRN3136272
17 Aug 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs N complain that Royal & Sun Alliance Insurance Plc (RSA) didn’t repair their broken boiler under their home emergency insurance under a breakdown protection policy. They are also unhappy with its service.backgroundMr and Mrs N had home emergency insur... (2 pages)View decision