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 4080 results
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Decision Reference DRN5699024
26 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service under his home care insurance policy.backgroundMr S owns a property which he lets to tenants. He had British Gas insurance cover which included the central heating boiler. The policy covered repair... (2 pages)View decision -
Decision Reference DRN-2401043
22 Mar 2021 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-2401043 The complaint Mr F and his brother Mr F complain on behalf of their father the late Mr F that he was mis- sold a finance agreement for a new boiler by Ikano Bank AB (publ). What happened In early 2019, the late Mr F was diagnosed with a terminal illness. In September 2019, Mr F... (2 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 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-5959849
27 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5959849 The complaint Mr P has complained about the way AmTrust Specialty Limited (ASL) handled a claim under his landlord’s home emergency policy. What happened On 1 January 2025 Mr P contacted ASL to make a claim as there was no heating in his tenanted property. ASL instructed a ... (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 -
Decision Reference DRN-2197197
22 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2197197The complaintMr F complains that NewDay Ltd didn't process a payment he needed to make to buy a new boiler. This caused him significant inconvenience and the loss of reward points on his credit card account. What happenedMr F has explained that he needed to buy a new boiler... (3 pages)View decision -
Decision Reference DRN1731720
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs F have complained about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy.backgroundMr and Mrs F contacted British Gas on 28 February 2018 as their boiler wasn’t working. The first available appointment ... (3 pages)View decision -
Decision Reference DRN6029624
21 Dec 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr G complained to BG about this matter.BG offered Mr G £200 compensation. Mr G thought the compensation should be much higher, so he compl... (2 pages)View decision -
Decision Reference DRN-4146215
27 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4146215 The complaint Mr J complains about delays and poor service from British Gas Services Limited (British Gas) in relation to his Homecare agreement. Any reference to British Gas includes its respective agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision