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 4078 results
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Decision Reference DRN9742477
27 May 2015 DAS Legal Expenses Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs A are unhappy with the service provided by DAS Legal Expenses Insurance Company Limited following a claim under their home emergency insurance policy. backgroundMr and Mrs A contacted DAS on 19 December 2013 because they could smell gas from their water boi... (2 pages)View decision -
Decision Reference DRN7201850
2 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)This complaint relates to British Gas Insurance Limited’s handling of Mr and Mrs M’s claim under a home emergency insurance policy. The policy was held in Mr M’s name but I understand that Mrs M conducted all communications with British Gas. Sadly Mr M passed away recently. The circumst... (4 pages)View decision -
Decision Reference DRN7004387
30 Mar 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs L has complained about the handling of a claim by Inter Partner Assistance SA (‘IPA’) under the home emergency section of her home insurance policy.backgroundMrs L contacted IPA when her boiler stopped working. IPA’s appointed engineer diagnosed the boiler as havi... (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 DRN-4011730
16 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4011730 The complaint Mrs H is unhappy with Aviva Insurance Limited’s handling of a claim she made under her commercial (landlord’s) home emergency policy, for issues with the boiler at a property she owns. What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-3948373
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3948373 The complaint Mr K complains that British Gas Insurance Limited failed to identify a leak from his boiler when dealing with a claim under his HomeCare insurance policy. What happened The background of this complaint is well known to both parties but, for completeness, I’ll set ... (4 pages)View decision -
Decision Reference DRN-2441354
21 Jan 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2441354 The complaint Mr N complains that Royal & Sun Alliance Insurance plc wouldn’t cover the cost of emergency repairs to his boiler under his home emergency insurance. What happened Mr N had a home emergency insurance policy with RSA. All Mr N’s dealings were with RSA’s claims ... (3 pages)View decision -
Decision Reference DRN4700981
25 Oct 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained that British Gas Insurance Limited (“British Gas”) didn’t repair his leaking boiler under a Homecare insurance policy he had with them.backgroundMr B called out British Gas when he had a problem with his boiler. An engineer came out on 21 June 2016... (3 pages)View decision -
Decision Reference DRN-4148965
24 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4148965 The complaint Ms Y’s complained about how British Gas Insurance Limited dealt with issues relating to her heating and gas fire under her home emergency policy. What happened Ms Y had a HomeCare Two policy with British Gas for many years. This provided her with boiler, controls ... (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