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 DRN3319054
1 Nov 2017 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs R complains about how Acromas Insurance Company Limited dealt with a claim she made for a faulty boiler on her insurance.backgroundMrs R has various insurance policies protecting her home arranged through her bank. One of them is cover for her boiler and central ... (2 pages)View decision -
Decision Reference DRN1839669
16 Jun 2015 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mrs H complains that Homeserve Membership Limited mis-sold a range of insurance polices to her and she wants a refund of all premiums she has paid.Mrs H is being represented by her son, Mr L. All references to Mr L include Mrs H. backgroundMrs H bought four insurance... (4 pages)View decision -
Decision Reference DRN-3949450
9 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3949450 The complaint Mr C complains about how Aviva Insurance Limited (Aviva) handled a claim for a problem with his boiler under his home emergency policy. References to Aviva include their agents who provide services and deal with claims under the policy. This decision covers Mr C’s... (4 pages)View decision -
Decision Reference DRN-5897927
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897927 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) declined his claim against it under Section 75 of the Consumer Credit Act 1974 (s.75). What happened In December 2024, Mr M used his credit card with Barclaycard to fund the i... (4 pages)View decision -
Decision Reference DRN-4558070
1 Feb 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4558070 The complaint Mrs A complains that Homeserve Membership Limited (Homeserve) cancelled her home emergency policy in error. What happened Mrs A took out a landlord heating, plumbing and electrics policy with Homeserve on 26 July 2021. The policy was cancelled on Homeserve’s syste... (3 pages)View decision -
Decision Reference DRN-4291252
9 Aug 2023 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4291252 The complaint Mr and Mrs K are unhappy with DAS Legal Expenses Insurance Company Limited’s (DAS) handling of a claim made under their landlord home emergency cover. Where I’ve referred to DAS below, this also includes any actions or communications from the agent handling the cl... (6 pages)View decision -
Decision Reference DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision -
Decision Reference DRN3861704
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited should replace her carpet under a home emergency insurance policy.backgroundThe Financial Ombudsman Service has power to deal with consumer complaints against insurance companies and other regulated financial firms. We d... (4 pages)View decision -
Decision Reference DRN9283259
27 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr U and his wife Mrs J complain that Inter Partner Assistance S.A. (“IPA”) gave poor service under a home emergency insurance policy.backgroundMr U and Mrs J say they have small children living with them. And they say they bought a new central heating boiler at t... (3 pages)View decision -
Decision Reference DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 pages)View decision