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
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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 DRN-2538589
19 Feb 2021 Great Lakes Insurance SE UpheldInsuranceDRN-2538589 The complaint Mr and Mrs P complain that Great Lakes Insurance SE is responsible for poor service in connection with a home emergency insurance policy. What happened The Financial Ombudsman Service deals with a consumer complaint against one insurance company or other regulate... (4 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 -
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 DRN3105063
24 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr C was unhappy about the time British Gas took to deal with the matter when he had a problem with his heating boiler. And he was also un... (2 pages)View decision -
Decision Reference DRN-4307857
18 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4307857 The complaint Mr and Mrs C complain about how Inter Partner Assistance SA (“IPA”) handled their claim on their home emergency insurance. What happened Mr and Mrs C have home emergency insurance that’s underwritten by IPA. In August 2022 they made a claim after experiencing issu... (3 pages)View decision -
Decision Reference DRN-3340209
28 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3340209 The complaint Mr P complains about the service he received from British Gas Insurance Limited (British Gas) under his HomeCare policy. What happened Mr P says he has held a HomeCare policy with British Gas since 2013, which included the benefit of an annual service. Unfortunate... (3 pages)View decision -
Decision Reference DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN-4380338
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4380338 The complaint Miss P has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Miss P contacted British Gas to send an engineer to fix her central heating. Several engineers visited and fitted new parts ... (2 pages)View decision -
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