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 DRN9229386
16 Nov 2016 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mrs T is unhappy with Homeserve Membership Limited as when it came to repair her boiler, under her appliance warranty, it started work but didn’t complete it, leaving Mrs T to replace the boiler. backgroundThe boiler had been repaired before but this time, part way ... (2 pages)View decision -
Decision Reference DRN2791830
29 Oct 2019 HDI Global Specialty SE Not upheldInsurance (excluding PPI)Mr I complains that International Insurance Company of Hannover S.E. is responsible for mishandling his claim in connection with his home emergency insurance policy.backgroundThe Financial Ombudsman Service usually deals with a complaint about an insurance claim as a complaint against the ... (3 pages)View decision -
Decision Reference DRN8613825
5 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMrs B has had a Homecare policy with British Gas for several years. In 2016 Mrs B called British Gas as her boiler had stopped working. British Gas sent an engi... (2 pages)View decision -
Decision Reference DRN-4054026
30 Mar 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4054026 The complaint Mr P complains on behalf of Mrs P that DAS Legal Expenses Insurance Company Limited delayed in repairing their boiler, under her home emergency cover, and failed to deal adequately with the claim. The matter was mostly dealt with by a claim handling company though... (5 pages)View decision -
Decision Reference DRN8046592
8 Jun 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited’s (BG) service under his home care insurance policy. My references to BG include its agents.backgroundOn 12 June 2017 BG’s engineer attended Mr A’s property to carry out an annual service on the warm air unit and circul... (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 DRN5383753
21 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the level of service he received from British Gas Insurance Limited after he made a claim under his home emergency policy.backgroundMr D and his wife have a home emergency policy with British Gas. On 16 May Mr D reported a problem with his... (3 pages)View decision -
Decision Reference DRN8073530
16 Apr 2015 Clydesdale Financial Services Limited UpheldBanking and creditMr N has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, has continued to chase him for repayment of a fixed-sum loan when he believes it was cancelled within the initial 14-day period.background Mr N bought a new boiler in Ja... (3 pages)View decision -
Decision Reference DRN1015699
31 Oct 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that British Gas Insurance Limited had not treated them fairly when it capped their boiler off. They are also unhappy that they had to contact British Gas themselves to arrange for the Annual Service Visits. background to complaintIn November 20... (3 pages)View decision -
Decision Reference DRN9305693
25 Jan 2019 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr F is unhappy that Great Lakes Insurance SE wouldn’t deal with his claim under his home emergency policy.backgroundMr F contacted his own engineer when his boiler stopped working. The engineer said he thought it was a faulty valve so he couldn’t carry out an immediat... (2 pages)View decision