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
-
Decision Reference DRN-1694333
29 Jun 2020 Aviva Insurance Limited Not upheldInsuranceThe complaint Mrs D complains that Aviva Insurance Limited 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 regulated financial firm at ... (3 pages)View decision -
Decision Reference DRN2051074
29 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with the service he received from British Gas Insurance Limited under a central heating insurance policy.backgroundMr J’s British Gas policy covered a property he rents out to tenants. In July 2015 British Gas carried out the annual service on the ... (2 pages)View decision -
Decision Reference DRN-3195493
23 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3195493 The complaint Mrs T has complained about the service she received from British Gas Insurance Limited (BG) under her HomeCare policy. What happened Mrs T says she held a HomeCare policy with BG between 2005 and 2017, which included the benefit of an annual boiler service. She la... (3 pages)View decision -
Decision Reference DRN6479899
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A complains about poor performance by British Gas Services Limited (“BGS”) over a number of years in the service it provided under his home emergency insurance policy.backgroundMr A had a gas fire, boiler and central heating system installed in 2001. Ever since th... (3 pages)View decision -
Decision Reference DRN1839669
16 Jun 2015 Homeserve Membership Limited UpheldInsurance (excluding PPI)Mrs H complains that Homeserve Membership Limited mis-sold a range of insurance polices to her and she wants a refund of all premiums she has paid.Mrs H is being represented by her son, Mr L. All references to Mr L include Mrs H. backgroundMrs H bought four insurance... (4 pages)View decision -
Decision Reference DRN1010813
2 Oct 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr P complains about the service he received from Inter Partner Assistance SA (IPA) under his home emergency policy. He says IPA’s engineers didn’t correctly identify a problem with his boiler, which caused delays in getting the boiler fixed – and significant inconven... (2 pages)View decision -
Decision Reference DRN-2113897
13 Nov 2020 Domestic & General Insurance Plc Not upheldInsuranceDRN-2113897 The complaint Mrs I complains that her ceiling suffered water damaged because Domestic & General Insurance Plc (D&G) didn’t properly investigate a fault with her boiler. What happened Mrs I had a boiler protection policy with D&G. She reported a loss of pressure in ... (3 pages)View decision -
Decision Reference DRN3861704
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited should replace her carpet under a home emergency insurance policy.backgroundThe Financial Ombudsman Service has power to deal with consumer complaints against insurance companies and other regulated financial firms. We d... (4 pages)View decision -
Decision Reference DRN-3599501
7 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3599501 The complaint Mrs M is unhappy that British Gas Insurance Limited (BG) didn’t carry out her annual boiler service or attend to her boiler breakdown. What happened Mrs M bought a HomeCare Four home emergency policy with BG in January 2020. The policy provided cover for her boile... (4 pages)View decision -
Decision Reference DRN8067172
26 Jul 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Miss T complains about Society of Lloyd’s (“Lloyd’s”), handling of her claim in respect of abroken down boiler. She wants Lloyds to increase its offer of compensation to her.backgroundI set out the background to this complaint in a provisional decision, issued in June 2019. A copy of that ... (2 pages)View decision