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 DRN2066548
3 Mar 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr A has complained about the way Inter Partner Assistance SA handled a claim he made under his home emergency insurance policy. All references to IPA include its claims handler. backgroundMr A’s boiler broke so he had no heating or hot water. He called IPA to rep... (2 pages)View decision -
Decision Reference DRN-1583983
10 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1583983 The complaintMr P complains that British Gas Insurance Limited is responsible for poor service in connection with his home emergency insurance policy. What happenedWhere I refer to British Gas I refer to the insurance company of that name and I include engineers and others inso... (2 pages)View decision -
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 DRN7632792
11 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr H has complained about the sale of a central heating insurance policy by British Gas Services Limited. backgroundMr H held a boiler and central heating insurance policy with British Gas. In 2014, his boiler needed to be replaced. When the policy next came up for ... (3 pages)View decision -
Decision Reference DRN-3826826
5 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3826826 The complaint Mr C is unhappy with British Gas Insurance Limited’s handling of a leak and boiler claim under his HomeCare policy. What happened Mr C’s boiler suffered a leak. Mr C said BG had caused the leak when it had done previous work on the boiler and that BG accepted this... (2 pages)View decision -
Decision Reference DRN-4191155
16 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4191155 The complaint Mrs B complains that Aviva Insurance Limited (“Aviva”) provided her with an inadequate service which led to her boiler breaking down. She wants Aviva to reimburse her for the repairs she had to pay for privately. What happened Mrs B held a boiler service plan with... (3 pages)View decision -
Decision Reference DRN0360815
2 Dec 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Complaint Mrs N (with representation from her husband, Mr N) complains that British Gas Insurance Limited didn’t adequately check their boiler during an annual service, and that it dealt with their central heating claim unfairly. Background Mrs N have central heating cover (including an an... (4 pages)View decision -
Decision Reference DRN1627186
28 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy because British Gas Insurance Limited (“British Gas”) will not reimburse part of the cost of his new boiler. Mr S has a HomeCare policy with British Gas.backgroundMr S’s HomeCare policy includes cover for the boiler and central heating at his prope... (3 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 DRN6536495
28 Mar 2019 UIA (Insurance) Limited Not upheldInsurance (excluding PPI)Mr M complains that UIA (Insurance) Limited gave poor service under the home emergency section of his home insurance policy.backgroundMr M had a boiler installed in about May 2010 . It had a burner/ heat exchanger assembly with an attached fan. The fan was bolted or sc... (4 pages)View decision