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 DRN-4584816
29 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4584816 The complaint Mr H complained about the level of customer service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr H had his boiler serviced regularly by British Gas under his policy. A month after his service, Mr ... (3 pages)View decision -
Decision Reference DRN-3882900
5 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3882900 The complaint Mr and Mrs R complains that British Gas Insurance Limited (BG) failed to provide an adequate service under their HomeCare policy and gave them very poor customer service. What happened I set out the background to the complaint within my provisional decision and al... (4 pages)View decision -
Decision Reference DRN7464039
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs W through their representative Mr D complain that British Gas Insurance Limited didn’t act fairly or reasonably when dealing with a service under a home emergency policy. They want a refund of all premiums paid with interest and compensation.backgroundMr and Mrs W had a home eme... (5 pages)View decision -
Decision Reference DRN-1862489
4 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1862489 The complaintMr D complains that Aviva Insurance Limited mis-sold him a home emergency insurance policy covering his heating system. All references to Aviva include the agents it has appointed to handle claims. What happenedMr D bought a home emergency insurance policy online... (2 pages)View decision -
Decision Reference DRN3212740
27 Mar 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance SA (IPA) failed to repair his boiler and that the delays involved caused further damage.backgroundMr L contacted IPA on 1 October 2012 as a leak he had noticed in the second week of September 2012 had got worse and had started to cause his hea... (3 pages)View decision -
Decision Reference DRN6562678
1 Jun 2020 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Mr S complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) is responsible for mishandling his home emergency insurance.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial firms. Where a complaint is a... (4 pages)View decision -
Decision Reference DRN-3192421
17 Jan 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3192421 The complaint Mr P complains about Aviva Insurance Limited’s handling of his claim about his boiler under his home emergency policy. What happened In April 2021 Mr P had his boiler serviced. The engineer identified a problem with the boiler and carried out some repairs. This wo... (3 pages)View decision -
Decision Reference DRN-3484723
21 Jun 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3484723 The complaint Mr W is unhappy with how A Shade Greener (Boilers) LLP (ASG) carried out its obligations to maintain a boiler it supplied to him under a conditional sale agreement. What happened In 2013, Mr W entered into a regulated conditional sale agreement with ASG for the su... (4 pages)View decision -
Decision Reference DRN0806623
25 Oct 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains about the service she received from Aviva Insurance Limited under her home emergency insurance policy.backgroundMrs S complained to Aviva about the delay in it deeming her boiler to be beyond economical repair and about the delay in it giving her a quote... (2 pages)View decision -
Decision Reference DRN-3043876
4 Oct 2021 Inter Partner Assistance SA Not upheldInsuranceDRN-3043876 The complaint Mr C complains about Inter Partner Assistance SA (IPA) under the home emergency cover provided as part of a packaged bank account. Mr C is unhappy that IPA declined his claim in respect of a problem with his central heating. This decision only relates to the home ... (3 pages)View decision