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
-
Decision Reference DRN-2866773
10 Jun 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2866773 The complaint Mrs B complains that Inter Partner Assistance SA (IPA) failed to provide an emergency boiler repair service when she needed it because they were unable to locate her policy, and she had to pay a gas engineer privately to come out. What happened Mr and Mrs B took ... (3 pages)View decision -
Decision Reference DRN-3264360
19 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3264360 The complaint Mr A complains about British Gas Insurance Limited’s handling of a claim about his boiler under his home emergency policy. What happened Mr A has an annual service provided under the terms of his home emergency plan with British Gas. He says the policy has been in... (3 pages)View decision -
Decision Reference DRN0309345
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from British Gas Insurance Limited (BG) when his boiler broke down.backgroundMr D has a HomeCare Two policy with BG which provides cover for his boiler, controls and central heating and provides an annual service.On 17 January 2019, BG performed... (3 pages)View decision -
Decision Reference DRN-3316425
15 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3316425 The complaint Mr A complains about British Gas for issues arising during his annual services. He wants British Gas to compensate him for the loss in value of his property, to refund all fees for gas safety inspections and to compensate him for tension which arose between him an... (3 pages)View decision -
Decision Reference DRN-3747296
11 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3747296 The complaint Miss W complains that Aviva Insurance Limited took too long to fix her boiler when she made a claim on her home emergency insurance. What happened Miss W had an Aviva home emergency insurance policy. In October 2020, she noticed a problem with her boiler – low boi... (3 pages)View decision -
Decision Reference DRN0126854
17 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that British Gas Insurance Limited mishandled his claim under a boiler insurance policy.backgroundBritish Gas visited Mr D on several occasions to attend to his boiler. He complained that it should guarantee its repairs or replace his boiler.The adjudicator did not recomm... (2 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-1708181
22 Jun 2020 Aviva Insurance Limited UpheldInsuranceDRN-1708181 The complaintMr M complains about how Aviva Insurance Limited settled his home emergency insurance claim. For ease, in my decision I will refer to Aviva when talking about its agents or representatives. What happenedMr M had home emergency insurance with Aviva. At the beginning... (4 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 DRN8903082
9 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Insurance Limited dealt with his ‘Homecare’ insurance claim.provisional decision I issued my provisional decision on this case in January 2020, which set out the background to the complaint and what I was minded to decide:“backgroundIn May 2018, Mr H fo... (6 pages)View decision