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 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 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 DRN-3347036
3 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3347036 The complaint Mr O complains that British Gas Services Limited (BG) damaged a filter in his boiler, which they then removed but didn’t directly replace under his HomeCare insurance policy. He feels this contributed to his boiler needing to be replaced. What happened Mr O had Ho... (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 DRN1475857
28 Apr 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained that Aviva Insurance Limited hasn’t agreed to pay him the full amount he’s claimed on his home emergency cover.backgroundAll references to Aviva include the agents it has appointed to handle claims.Mr M’s told us that when his boiler broke down, ... (2 pages)View decision -
Decision Reference DRN-4236895
21 Aug 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4236895 The complaint Mr S has complained about how Aviva Insurance Limited (Aviva) dealt with his boiler under a home emergency policy. What happened Aviva carried out a Basic Health Check on Mr S’s boiler. The engineer told Mr S the boiler wasn’t operating to the required pressure an... (2 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN4699006
9 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited is responsible for poor service under her home emergency insurance policy. background Mrs T had a British Gas Home Care policy that covered repairs to her boiler, controls and central heating and hot water system. She was paying an annual ... (4 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