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 DRN1992001
17 Oct 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Inter Partner Assistance S.A. is responsible for poor service under a home emergency insurance policy.backgroundMr and Mrs H had an annual home emergency policy branded with the name of an insurance intermediary. It covered repairs to their ce... (2 pages)View decision -
Decision Reference DRN8373200
17 Oct 2018 UK Insurance Limited UpheldInsurance (excluding PPI)Ms A’s complaint is about the handling of a claim under her home emergency insurance policy with U K Insurance Limited (“UKI”).backgroundI issued a provisional decision on this matter in September 2018, part of which is copied below: “Ms A reported that her boiler had b... (4 pages)View decision -
Decision Reference DRN-2300328
29 Oct 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2300328 The complaint Mr S is unhappy that Aviva Insurance Limited turned down a claim for storm damage under his building insurance policy. What happened Mr S contacted Aviva to make a claim for storm damage to his boiler. He said that during torrential rain water overflowed the gutte... (3 pages)View decision -
Decision Reference DRN-2082394
1 Sep 2020 British Gas Services Limited UpheldInsuranceDRN-2082394The complaintMr L is unhappy at how British Gas Services Limited dealt with a boiler repair under a home emergency policy. What happenedA British Gas engineer visited Mr L’s property on 1 January 2020 to fix a boiler breakdown. But the boiler wasn’t fixed, and Mr L was told it’d... (3 pages)View decision -
Decision Reference DRN-2687548
8 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2687548 The complaint Mr B complains that British Gas Insurance Limited failed to repair his boiler for over 14 months under his home emergency cover. What happened Mr B had a HomeCare home emergency policy with British Gas. In November 2019, British Gas cancelled a scheduled boiler se... (2 pages)View decision -
Decision Reference DRN-1694333
29 Jun 2020 Aviva Insurance Limited Not upheldInsuranceThe complaint Mrs D complains that Aviva Insurance Limited is responsible for 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 ... (3 pages)View decision -
Decision Reference DRN0687985
13 Apr 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr H complains that Royal & Sun Alliance Insurance Plc gave him poor service under his home emergency insurance.backgroundMr H called for help with his central heating boiler. RSA was the insurer responsible for dealing with claims. Mr H complained that its engineer ... (3 pages)View decision -
Decision Reference DRN6319033
18 May 2016 Nws3 Llp UpheldBanking and creditMr and Mrs W complain Nws 3 LLP (Nws) misrepresented a boiler package that it sold them under a conditional sale agreement. They also complain the boiler wasn’t installed properly. background Mr and Mrs W entered into the agreement on 24 February 2014. They say Nws a... (3 pages)View decision -
Decision Reference DRN-3632689
16 Aug 2022 One Insurance Limited UpheldInsuranceDRN-3632689 The complaint Mr A complains One Insurance Limited (One Insurance) unfairly declined his claim on his home emergency insurance policy. There are several parties and representatives of One Insurance involved throughout the complaint but for the purposes of this complaint I’m onl... (3 pages)View decision -
Decision Reference DRN2051074
29 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the service he received from British Gas Insurance Limited under a central heating insurance policy.backgroundMr J’s British Gas policy covered a property he rents out to tenants. In July 2015 British Gas carried out the annual service on the ... (2 pages)View decision