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-5771707
5 Nov 2025 UWI Limited Not upheldInsuranceDRN-5771707 The complaint Mr A has complained about the service provided by UWI Limited (‘UWI’) under his boiler and home insurance policy. For the avoidance of doubt, the term ‘UWI’ includes UWI’s agents and contractors for the purpose of this decision. What happened Mr A experienced b... (4 pages)View decision -
Decision Reference DRN6932812
29 Aug 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr D complains about poor service by British Gas Insurance Limited (“BGI”) under his home emergency insurance policy.backgroundMr D has had a home emergency policy with BGI for over 20 years. As well as emergency cover, the policy includes an annual service of his gas ... (3 pages)View decision -
Decision Reference DRN8948322
10 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H say British Gas Insurance Limited didn’t complete an annual service of their boiler, which they paid for as part of their HomeCare cover.background Mr and Mrs H (the policyholders) are frustrated by the service they received from British Gas. Their HomeCa... (2 pages)View decision -
Decision Reference DRN4618937
18 May 2018 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that Ageas Insurance Limited gave him poor service under his home emergency insurance.backgroundAs an add-on to his home insurance, Mr A had free home emergency insurance branded with the name of a claims-handling company. The policy only covered boiler... (3 pages)View decision -
Decision Reference DRN-3646556
14 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3646556 The complaint Mrs C complains that British Gas Insurance Limited (British Gas) hasn’t offered enough compensation for the damage she says it caused to her property after carrying out repairs to her boiler under her home emergency cover. What happened On 9 January 2020, an engin... (8 pages)View decision -
Decision Reference DRN2791550
17 Jan 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S has complained, through his daughter Mrs M, about the way Inter Partner Assistance SA (IPA) dealt with a claim he made on his home emergency insurance policy. All references to IPA include its agents. backgroundMrs M made a claim to IPA on Mr S’s behalf because... (3 pages)View decision -
Decision Reference DRN-2117141
25 Aug 2020 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-2117141The complaintMr G is unhappy with Lloyds Bank General Insurance Limited (Lloyds) who didn’t offer alternative accommodation with his home insurance claim. Reference to Lloyds also includes its agents where applicable.What happenedIn October 2017, Mr G had a leak at his home. Whi... (3 pages)View decision -
Decision Reference DRN-6005915
15 Jan 2026 British Gas Insurance Limited UpheldInsuranceDRN-6005915 The complaint Mrs G has complained about the way British Gas Insurance Limited handled a claim under a HomeCare policy. Mrs G is represented in this complaint by her daughter, Mrs F. What happened Mrs G and the late Mr G made a claim under a HomeCare policy on 22 October ... (3 pages)View decision -
Decision Reference DRN-1744920
15 Apr 2020 BIG Warranties Ltd UpheldInsuranceDRN-1744920The complaintMr and Mrs E are unhappy with the cover provided by their landlord home emergency policy with BIG Warranties Ltd (‘BIG’). What happenedIn December 2018 Mr and Mrs E took out home emergency and boiler cover with BIG to cover two properties. It’s accepted by both part... (3 pages)View decision -
Decision Reference DRN0223904
9 Jul 2019 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs R, supported by her husband Mr R, complains that AmTrust Europe Limited is responsible for poor service under a home emergency insurance policy.backgroundUnder the rules by which we are bound, the Financial Ombudsman Service can only deal with a complaint against one regulated financia... (3 pages)View decision