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 4034 results
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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-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 DRN6566356
7 Jun 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Miss G complains about poor service provided by British Gas Services Limited (“BGS”) under her home emergency insurance policy.background Miss G has had a home emergency policy with BGS for a number of years. She complained that during 2016: BGS’s engineer didn’t carr... (3 pages)View decision -
Decision Reference DRN8060660
29 May 2019 Amtrust Europe Limited UpheldInsurance (excluding PPI)Miss M complains about poor customer service under her home emergency insurance policy underwritten by Amtrust Europe Limited (“Amtrust”) when her central heating boiler broke down.backgroundMiss M’s policy covered the boiler and central heating system at the house she... (4 pages)View decision -
Decision Reference DRN0659528
4 Aug 2017 Help-Link UK Limited Not upheldInsurance (excluding PPI)Ms B complains about the standard of work carried out to her central heating system by Help-Link UK Limited. She also complains about Help-Link’s staff and its response to her complaint. background In 2012 Ms B took out a cover plan with Help-Link to cover her heating... (5 pages)View decision -
Decision Reference DRN-3173724
22 Nov 2021 INSURE GROUP LIMITED Not upheldInsuranceDRN-3173724 The complaint Mr and Mrs M complain about the decision of Insure Group Limited, trading as Home Emergency Assist (HEA), not to refund all of their policy premiums, following cancellation. What happened Mr and Mrs M took out boiler cover with HEA for £159 annual payment and this... (2 pages)View decision -
Decision Reference DRN6947713
17 Oct 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R is concerned that UK Insurance Limited (UKI) has declined a claim he made under his Landlord’s property insurance policy.backgroundMr R made a claim under his landlord’s property insurance policy, after becoming aware that the boiler in his property had failed a... (3 pages)View decision -
Decision Reference DRN-3434302
28 Apr 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3434302 The complaint Mrs N complains about Royal and Sun Alliance Insurance Limited (RSA) poor level of workmanship and the distress this caused, following a claim under her home emergency policy. What happened Mrs N’s boiler developed a fault and she contacted RSA to make a claim. It... (3 pages)View decision -
Decision Reference DRN-4347282
13 Sep 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4347282 The complaint Mrs P complains Aviva Insurance Limited damaged her boiler after it was called out to fix a radiator under the terms of a home emergency policy. Aviva Insurance Limited, as the underwriter of the insurance contract, is responsible for this complaint. HomeServe adm... (7 pages)View decision -
Decision Reference DRN7003558
11 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained that British Gas Insurance Limited (BG) advised her that a powerflush was needed to fix a problem with her boiler, when in fact a powerflush didn’t solve the problem. I’ve previously issued a provisional decision in respect of this complaint. Neit... (4 pages)View decision