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 DRN5989997
3 May 2016 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mr P complains about the service he received from Great Lakes Reinsurance (UK) SE under his home emergency insurance policy.backgroundMr P complained to Great Lakes that after an engineer attended in November 2015, there were delays in getting parts which needed replac... (2 pages)View decision -
Decision Reference DRN-3586697
15 Aug 2022 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-3586697 The complaint Ms N – a director of company N – complains about the level of service received from The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) under its business insurance policy. Reference to NFU include their agents. What happened The background to the... (4 pages)View decision -
Decision Reference DRN-2458378
23 Dec 2020 British Gas Services Limited UpheldInsuranceDRN-2458378 The complaint Mrs H is unhappy that British Gas Services Limited (BG) missed scheduled appointments for her annual boiler service. What happened Mrs H had HomeCare Four home emergency cover with BG, which included an annual boiler service. She took out the cover to extend the t... (4 pages)View decision -
Decision Reference DRN5889655
25 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited did not identify sooner a design fault in her central heating which led to her boiler needing to be replaced. backgroundI issued a provisional decision on this case in July 2015, an extract from which is copied bel... (3 pages)View decision -
Decision Reference DRN3885664
29 Jan 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains that Aviva Insurance Limited is responsible for poor service in connection with his home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with a consumer’s complaints about one insurance company (or other regulated financial firm) at a time. We name... (4 pages)View decision -
Decision Reference DRN-4886837
3 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4886837 The complaint Mr G complains Creation Consumer Finance Ltd (“Creation”) hasn’t treated him fairly in connection with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to Mr G’s complaint, and my initial findings on it, can... (9 pages)View decision -
Decision Reference DRN-5938311
9 Jan 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5938311 The complaint Ms N’s complained Intact Insurance Limited haven’t dealt fairly with the claim she made following an escape of water at her home. What happened In late 2017, Ms N’s property was damaged when a blocked sewage pipe caused water and sewage to enter. So she made a... (4 pages)View decision -
Decision Reference DRN-2454799
31 Dec 2020 British Gas Insurance Limited UpheldInsuranceDRN-2454799 The complaint Mr S has complained that British Gas Insurance Limited (BG) damaged his boiler when undertaking a first service after he’d taken out a HomeCare policy with it and he had to pay another engineer to fix it. I’ve previously issued a provisional decision in this case.... (4 pages)View decision -
Decision Reference DRN4352449
2 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains on behalf of Mr A and Mr C about a Home Care policy taken out with British Gas Services Limited (“British Gas”). Mr A and Mr C would like a refund of the policy.backgroundThe policy was taken out in June 2011. Under the terms and conditions, the boil... (2 pages)View decision -
Decision Reference DRN9209234
7 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains about the work British Gas Insurance Limited (BG) did under its annual boiler services under his home care insurance policy.Mr C will see that my decision is about a different part of British Gas than the investigator’s opinion letter was about. BG is the... (2 pages)View decision