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 DRN-4481852
28 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4481852 The complaint X complains about British Gas Insurance Limited’s (BG) poor service, following a claim under his home emergency policy. What happened X held a landlord policy with BG, his tenants contacted BG as there was an issue with the boiler. It sent an engineer who diagnose... (4 pages)View decision -
Decision Reference DRN-4031928
19 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4031928 The complaint Mrs S has complained about the service provided by British Gas Insurance Limited (’British Gas’) under her home care policy. What happened Mrs S experienced a boiler break-down in December 2022 and called out British Gas to fix the boiler under her home care polic... (4 pages)View decision -
Decision Reference DRN7411975
22 Jun 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E’s representative has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his Home Care policy in relation to his gas boiler.backgroundAt the end of April I set out the background to this complaint and my provision... (3 pages)View decision -
Decision Reference DRN4658724
25 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G and Ms P complain that British Gas Services Limited failed to service their boiler properly over a number of years. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows;“backgroundMr G and Ms... (2 pages)View decision -
Decision Reference DRN-3726866
26 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726866 The complaint X is unhappy with the way British Gas Insurance Limited (British Gas) has dealt with his home care policy. What happened X had a home care policy with British Gas which included boiler care. e complained to British Gas about an incorrect email on his account and t... (4 pages)View decision -
Decision Reference DRN-3329280
20 Apr 2022 Allianz Global Assistance UpheldInsuranceDRN-3329280 The complaint Ms L’s complained about the way Allianz Global Assistance (“Allianz”) dealt with a claim under her home emergency insurance policy. What happened In early 2021, Ms L’s boiler stopped working. So she contacted Allianz to arrange for repairs under the cover provide... (3 pages)View decision -
Decision Reference DRN9056794
11 Feb 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr L complains that Society of Lloyd’s gave poor service under a home emergency policy.backgroundThe Financial Ombudsman Service deals with complaints against insurers and other regulated financial firms. We deal with complaints about regulated activities and activit... (2 pages)View decision -
Decision Reference DRN-4337888
6 Nov 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4337888 The complaint Mr W is unhappy with the service Astrenska Insurance Limited provided when carrying out a boiler service under his home emergency insurance policy. Any reference to Astrenska includes the actions of its agents. What happened The circumstances of this complaint are... (2 pages)View decision -
Decision Reference DRN-1215613
7 Apr 2020 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-1215613 The complaintMr D is unhappy with his insurers DAS Legal Expenses Insurance Company (DAS), who have declined his claim under his home emergency cover for his boiler not working properly. What happenedIn June 2019 Mr D contacted DAS’s agent and said that his boiler wasn’t workin... (3 pages)View decision -
Decision Reference DRN-3438382
20 Jun 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3438382 The complaint Mrs B complains about the handling of her claim by Aviva Insurance Limited to repair a leaking underground pipe and faulty boiler under her home emergency policy. Mrs B is represented by her son Mr I in this complaint. What happened Mrs B owns two houses next door... (6 pages)View decision