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 DRN1319480
1 Oct 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss J complains about Inter Partner Assistance SA’s (“IPA’s”) handling of a claim for a leaking boiler under her home emergency insurance policy. background Miss J holds a home emergency insurance policy, underwritten by IPA. All references to IPA include its appointed administrative... (4 pages)View decision -
Decision Reference DRN-3775548
14 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3775548 The complaint Mr I complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under his home emergency policy. What happened In April 2022, Mr I made a claim on his home emergency policy. He experienced a problem with his boiler and says he was witho... (2 pages)View decision -
Decision Reference DRN5538693
17 Aug 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs R say that Allianz Insurance Plc gave them confusing information about whether it would help them to trace a leak, following problems with their boiler.backgroundMr and Mrs R’s boiler was losing pressure. An engineer said that the boiler was operating p... (2 pages)View decision -
Decision Reference DRN-3168763
18 Nov 2021 AWP P&C SA UpheldInsuranceDRN-3168763 The complaint Ms K is unhappy with the service provided by AWP P&C SA following a claim under her home emergency cover. What happened In March 2020 Ms K contacted AWP because she was having problems with her boiler not heating. AWP arranged for an engineer to attend to the... (3 pages)View decision -
Decision Reference DRN8804822
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about the service she received from British Gas Insurance Limited under her home care policy.backgroundMs C’s boiler was making a noise. So British Gas sent out an engineer to investigate. Ms C said the engineer advised that the boiler needed to be rep... (2 pages)View decision -
Decision Reference DRN-3502265
28 Jun 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3502265 The complaint Miss F has complained that Domestic & General Insurance Plc (‘D&G’) declined to pay the full replacement value for a boiler under her boiler and system insurance policy. What happened Miss F renewed her boiler and system insurance with D&G in January 2... (4 pages)View decision -
Decision Reference DRN1192110
27 Apr 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs S has a home emergency policy with Inter Partner Assistance SA (‘IPA’). She complains that IPA’s engineers caused a water leak, when repairing her boiler. She also says IPA’s call handler was unsympathetic when she complained. I’ll refer to IPA’s agents as IPA.bac... (2 pages)View decision -
Decision Reference DRN-2335840
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2335840 The complaint Mr O complains that he was mis-sold an insurance policy for his boiler and central heating system by British Gas Services Limited (‘BGS’). What happened Mr O had a HomeCare Two policy with BGS which he’d renewed for a couple of years and previously made a claim on... (3 pages)View decision -
Decision Reference DRN-2475442
10 Feb 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2475442 The complaint Mrs N complains that Amtrust Europe Limited gave poor service in connection with a home emergency insurance policy. What happened The Financial Ombudsman Service deals with a consumer complaint against one insurance company or other regulated financial firm at a t... (3 pages)View decision -
Decision Reference DRN-5321748
25 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5321748 The complaint Mrs C complains about Accredited Insurance (Europe) Limited (‘AIEL’)’s handling of a claim on her home emergency insurance. Mrs C’s policy was sold and is administered by a third party company on AIEL’s behalf and all her correspondence has been with this compa... (3 pages)View decision