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 DRN-2964097
6 Aug 2021 British Gas Insurance Limited UpheldInsuranceDRN-2964097 The complaint Mr C complains British Gas Insurance Limited didn’t properly investigate and repair an intermittent hot water problem under his home emergency insurance policy, and that it gave him poor customer service in its handling of his complaint about that. What happened M... (5 pages)View decision -
Decision Reference DRN4504595
15 Jun 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Services Limited (BG) has classified his boiler and flue installation as “At Risk”.backgroundMr W has had a home emergency insurance policy with BG for some five years. Before the policy started, BG replaced the flue to Mr W’s boiler. At... (2 pages)View decision -
Decision Reference DRN9647429
23 Sep 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs Q complains that she received poor service from Inter Partner Assistance SA (“IPA”) when she asked for a number of call-outs under her home emergency cover. backgroundMrs Q had home emergency cover as part of her home insurance. In December 2017, she phoned a number ... (3 pages)View decision -
Decision Reference DRN3206005
20 Dec 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that on every service visit under their home emergency insurance policy between August 2009 and 2017, British Gas Services Limited (“BGS”) failed to notice a fault with their central heating boiler, which meant they had an inadequate hot water s... (3 pages)View decision -
Decision Reference DRN6929045
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy that the annual services of his boiler, carried out by British Gas Insurance Limited under his home emergency policy, have not been done in accordance with themanufacturer’s guidelines.backgroundMr L held a home emergency policy with British Gas for a nu... (2 pages)View decision -
Decision Reference DRN3362904
1 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with how British Gas Services Limited dealt with his claim following the breakdown of his boiler. backgroundMr H has a HomeCare agreement with British Gas. In late 2018, Mr H’s boiler broke down and a leak caused damage to his home, including the ceiling and light fittings.... (3 pages)View decision -
Decision Reference DRN1194957
17 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms D complains on behalf of her mother that British Gas Insurance Limited caused a second leak at her property, causing damage.backgroundIn November 2013, British Gas were contacted to report a leak at the property.British Gas arranged for an engineer to attend the... (3 pages)View decision -
Decision Reference DRN3206467
20 Sep 2016 SSE Home Services Limited Not upheldInsurance (excluding PPI)Mrs A complains about charges SSE Home Services Limited required her to pay when she cancelled her home emergency cover.backgroundMrs A had home emergency cover with SSE. There were two separate agreements – one for her boiler and central heating, and the other for... (2 pages)View decision -
Decision Reference DRN-1583058
4 Jun 2020 U K Insurance Limited Not upheldInsuranceDRN-1583058 The complaintMrs S complains that U K Insurance Limited (“UKI”) is responsible for poor service in connection with a home emergency insurance policy. What happenedThe Financial Ombudsman Service deals with consumer complaints against one insurance company or other regulated fin... (3 pages)View decision -
Decision Reference DRN-3984884
10 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3984884 The complaint Mr A complains that British Gas Insurance Limited failed to repair his boiler within a reasonable time and they missed or cancelled a number of appointments. What happened Mr A has a HomeCare policy with British Gas which provides cover for repairs i... (3 pages)View decision