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 DRN7912103
11 Mar 2020 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr M complains that AmTrust Europe Limited Is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial firms. In the case of a complai... (3 pages)View decision -
Decision Reference DRN4535666
21 Jul 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited didn’t carry out an annual boiler service in November 2014. Mr S says British Gas is in breach of its agreement with him under a Home Care insurance policy.backgroundMr S’s policy year with British Gas runs from 5 A... (2 pages)View decision -
Decision Reference DRN-4949776
30 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4949776 The complaint Mr K complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim made under his landlord home insurance policy. What happened Mr K held a Simple Landlord Home Emergency Insurance policy with RSA. He made a claim under the policy i... (3 pages)View decision -
Decision Reference DRN5914509
18 Jan 2017 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Miss S complains about St Andrew’s Insurance Plc’s handling of a claim made under her home insurance policy.backgroundMiss S made a claim under her policy for subsidence damage. This was accepted and St Andrew’s arranged for a contracting firm to carry out repairs. Mi... (2 pages)View decision -
Decision Reference DRN-5361658
10 Apr 2025 UWI Limited Not upheldInsuranceDRN-5361658 The complaint Mr N complains about how UWI Limited handled a claim he made on his home emergency insurance policy. Reference to UWI includes its agents. What happened Mr N held a home emergency policy with UWI. In July 2024, when he was without heating or hot water, he made ... (3 pages)View decision -
Decision Reference DRN9379141
29 Dec 2014 St Andrew's Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs B have complained about the decision made by St Andrew’s Insurance plc in relation to their claim for damage to their property following a lightning strike. backgroundThe timeline of this claim and complaint is long and complex and well known to both parties. Therefore, I do ... (4 pages)View decision -
Decision Reference DRN-3473928
17 Jun 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3473928 The complaint Mrs M complains about her insurer, Fairmead Insurance Limited (Fairmead). Her complaint relates to their handling of a claim under her home insurance policy for damage caused by a leak from the boiler in her tenanted property, as well as the amount offered by Fair... (6 pages)View decision -
Decision Reference DRN9229525
10 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t completed an annual service to his boiler for a number of years. He says this is due to the presence of asbestos, and he didn’t receive the annual invites to book a service.backgroundMr R had a British Gas in... (2 pages)View decision -
Decision Reference DRN5653152
4 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr S complains that Inter Partner Assistance S.A. gave him poor service under a central heating breakdown insurance policy.backgroundMr S lives with his wife and young child. He had central heating insurance underwritten by IPA and branded with the name of a home a... (3 pages)View decision -
Decision Reference DRN-1067149
6 Aug 2020 Society of Lloyd's UpheldInsuranceDRN-1067149The complaintMr and Mrs J complain that the Society of Lloyds rejected their claim in respect of damaged kitchen units in their static caravan under their home insurance policy. What happenedMr and Mrs J own a static caravan located on a site which closes over the winter months.... (3 pages)View decision