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 DRN9988644
14 Aug 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)summary of complaintMrs A complains about Inter Partner Assistance SA’s (“IPA’s”) delays in carrying out repairs to her boiler and its failure to rectify an ongoing leak at her property. background to complaintMrs A holds a home emergency insurance policy, underwritten by IPA. All refe... (3 pages)View decision -
Decision Reference DRN-5847044
30 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5847044 The complaint Mr A has complained about the way Inter Partner Assistance SA (“IPA”) handled a claim he made under his Home Emergency policy. What happened On 7 November 2024 Mr A contacted IPA due to a problem with the hot water and central heating at his property. The next ... (3 pages)View decision -
Decision Reference DRN9135598
14 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T has complained that British Gas Insurance Limited (British Gas) didn’t carry out a proper annual boiler service under his home emergency policy. He also wasn’t happy with its service. Mr T is being represented by his wife, Mrs T.backgroundIn February 2017 Mrs T arran... (2 pages)View decision -
Decision Reference DRN2006890
31 Mar 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr C has complained about Ageas Insurance Limited. He isn’t happy about the way it handled a claim under his home emergency policy. backgroundMr C has a home emergency policy with Ageas. In January 2015 his boiler stopped working. He notified Ageas and was told that ... (2 pages)View decision -
Decision Reference DRN1115724
12 May 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited should refund some of her payments on a landlord’s HomeCare policy. She says that it had been unable to get spare parts for her boiler since about 2007.backgroundMrs B let her property to tenants. After the boiler brok... (2 pages)View decision -
Decision Reference DRN-3686039
29 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3686039 The complaint Mrs H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service provided following the claim she made on her boiler emergency cover insurance policy. What happened On 3 November 2021, Mrs H contacted AIL to make a claim on her insurance policy ... (3 pages)View decision -
Decision Reference DRN-4414147
24 Oct 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4414147 The complaint Ms K has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler insurance policy. What happened Ms K contacted D&G when she found a fault with her boiler. D&G sent an engineer on a few occasions to try and rep... (4 pages)View decision -
Decision Reference DRN-3399274
25 Apr 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3399274 The complaint Mr P complains that Aviva Insurance Limited (Aviva) caused him distress and inconvenience when he made a claim on his home emergency insurance policy. Mr P’s policy was with HomeServe Membership Limited but the policy was underwritten by Aviva and so his complaint... (2 pages)View decision -
Decision Reference DRN-4625417
29 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4625417 The complaint Mr and Mrs L have complained about the way Great Lakes Insurance SE dealt with a claim they made under their boiler and home cover insurance policy. Mrs L has primarily dealt with the complaint so, for ease of reading, I’ll refer to her only. Reference to Great La... (3 pages)View decision -
Decision Reference DRN5097763
24 Jan 2014 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs H complained about how Royal & Sun Alliance Insurance Plc (“RSA”) was handling her home insurance claim.backgroundMrs H lodged a claim for flood damage to her property. When she complained to the Financial Ombudsman Service – nearly three years later – a number of repairs, rein... (2 pages)View decision