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 4080 results
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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 DRN6279514
7 Nov 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited (“British Gas”) mishandled his Home Care insurance claim.backgroundMr D holds a Home Care policy with British Gas which provides breakdown cover for his boiler. He made a claim on 8 January 2018 as there was a system fault which resulted in... (3 pages)View decision -
Decision Reference DRN9165308
4 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain about British Gas Services Limited’s (“British Gas”) handling of their claim made under a HomeCare care agreement.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my provisional decision of September... (5 pages)View decision -
Decision Reference DRN-2911938
28 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911938 The complaint Mrs B complains about the service provided by British Gas Insurance Limited (British Gas) under her home emergency insurance policy. What happened Mrs B had a Home Care policy with British Gas that included repairs to her boiler and central heating, and included a... (3 pages)View decision -
Decision Reference DRN-2912897
12 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2912897 The complaint Mr D is unhappy with the way Aviva Insurance Limited (Aviva) handled his claim under his home emergency policy for a boiler fault. What happened Briefly, Mr D claimed under his policy for a boiler fault. Because Aviva couldn’t send anyone out soon enough for him, ... (3 pages)View decision -
Decision Reference DRN4136669
29 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited mis-sold her policy to her, because it did not carry out annual service inspections to an adequate standard. In addition, Mrs L is unhappy with British Gas’ investigation into her complaint. backgroundIn September 2013, a British Gas ... (3 pages)View decision -
Decision Reference DRN4342631
22 Oct 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr H complains that Acromas Insurance Company Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with a complaint against one insurer or other regulated financial firm at a time. Where a consumer brin... (5 pages)View decision -
Decision Reference DRN-3684107
23 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3684107 The complaint Mr D has complained about the service received from AWP P&C SA (‘AWP’) under his home emergency insurance policy. Reference to AWP in this letter includes its agents and contractors. Reference to Mr D includes actions and representations made by his son on his... (4 pages)View decision -
Decision Reference DRN4907077
11 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited will not reimburse her costs following a claim she made under her HomeCare insurance policy for a problem with her boiler. Mrs H is represented in this complaint by a family member, Mr H.backgroundOn 31 January 2013, Mr H contacted Bri... (2 pages)View decision -
Decision Reference DRN2692771
16 Nov 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs C has complained that Royal & Sun Alliance Insurance plc (RSA) misdiagnosed the fault with her boiler. She wants a refund of the premium she paid for the homecare policy she had with it.backgroundMrs C’s boiler developed a fault in March 2018 and she and h... (3 pages)View decision