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 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 DRN3244661
18 Mar 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs K complains that Royal & Sun Alliance Insurance plc is responsible for poor service under her home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints about regulated activities and ancillary activities carried on by... (2 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 DRN1243850
7 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss A is unhappy with U K Insurance Limited (UKI) because it says she wasn’t covered with it under her landlord’s contents insurance policy for a boiler repair.backgroundMiss A took out contents cover with UKI for a flat she owned and was letting out. She didn’t n... (2 pages)View decision -
Decision Reference DRN9935964
17 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G complain that following a service visit, British Gas Insurance Limited (BG) left them without a working boiler and also terminated their HomeCare policy. background Mr and Mrs G had a HomeCare policy with BG which provided cover for their boiler and heating system. This also p... (3 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 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 DRN-5325880
27 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5325880 The complaint Mrs R complains that British Gas Insurance Limited provided poor service under a Home Care policy for a rental property which has caused her financial loss. What happened Mrs R held a Home Care policy with British Gas which covers boiler servicing and breakdow... (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 -
Decision Reference DRN7777369
7 Apr 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs E complains that British Gas Insurance Limited is responsible for poor service under her HomeCare policy.backgroundMrs E held a HomeCare policy that covered repairs and an annual service of her boiler. British Gas provided services and dealt with any claims for the policy. In March 201... (2 pages)View decision