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 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 -
Decision Reference DRN9831713
25 Apr 2017 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr K complains about the service he received from Acromas Insurance Company Limited (Acromas) after his boiler broke down.background Mr K had a boiler service policy underwritten by Acromas. When his boiler broke down, he called Acromas at around 9.00am on a Saturday. Acr... (2 pages)View decision -
Decision Reference DRN-4301735
15 Sep 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4301735 The complaint Mr A complains about the excesses charged by British Gas Insurance Limited (BGIL) under his HomeCare policy for repairs, as he thinks the problems ought to have been picked up at his annual service. He also thinks BGIL failed to inform him of a fault with his boil... (2 pages)View decision -
Decision Reference DRN-3354318
14 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3354318 The complaint Mr and Mrs S complain British Gas Services Limited treated them unfairly when their boiler stopped working and they needed assistance under their homecare cover policy. What happened On 5 February 2021, Mr and Mrs S contacted British Gas because their boiler show... (2 pages)View decision -
Decision Reference DRN-4367548
20 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4367548 The complaint Mr G complains about poor service from British Gas Insurance Limited, in connection with his HomeCare insurance cover. Reference to British Gas includes any actions of its appointed agents. What happened To summarise, in September 2022, Mr G called British Gas for... (3 pages)View decision -
Decision Reference DRN-3165538
6 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3165538 The complaint Ms F has complained that British Gas Insurance Limited cancelled her Homecare policy. What happened In March 2020 Ms F bought a Homecare policy with British Gas. Under its conditions it said it would arrange a visit to check if Ms F’s boiler was suitable for it to... (2 pages)View decision -
Decision Reference DRN-3384547
25 Apr 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3384547 The complaint Mrs O complains about the quality of a boiler she financed through a fixed sum loan with Ikano Bank AB (publ) (“Ikano”). What happened I issued my provisional decision about this complaint in February 2022. An extract from that provisional decision is set out belo... (4 pages)View decision -
Decision Reference DRN8752714
4 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about British Gas Insurance Limited’s failure to identify a leak in a radiator, causing damage to her parent’s property. The background to this complaint, and my provisional findings, were set out in my provisional decision dated July 2015 as follows:“back... (3 pages)View decision -
Decision Reference DRN-3238583
7 Feb 2022 Zurich Insurance PLC Not upheldInsuranceDRN-3238583 The complaint Ms F is unhappy with the service received from Zurich Insurance PLC (Zurich) following a claim made under her property insurance policy. What happened Ms F is a leaseholder of a flat within a housing development. She pays towards an insurance policy with Zurich as... (5 pages)View decision -
Decision Reference DRN-5173294
12 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5173294 The complaint Mr M and Mrs K – representing the estate of Mrs M – complain about Royal & Sun Alliance Insurance Plc’s (‘RSA’) decision to decline a claim on Mrs M’s home insurance policy. For clarity and ease, I’ll refer only to Mr M throughout this decision rather than... (3 pages)View decision