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 DRN7496297
17 Jun 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R complains that British Gas Insurance Limited declined to carry out a repair to her boiler and cancelled her policy.backgroundIn December 2013, Mrs R reported that her boiler had stopped working. British Gas arranged for an engineer to attend the same day. The e... (2 pages)View decision -
Decision Reference DRN5095921
24 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W says that British Gas Insurance Limited (“BGIL” for short) has treated him unfairly regarding appointments for his boiler service, the customer service he received and its offer of a gesture of goodwill regarding what happened under his home emergency policy.bac... (2 pages)View decision -
Decision Reference DRN8885844
4 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms L complains about the poor service she received from British Gas Insurance Limited when she made a claim under her HomeCare insurance policy.background Ms L made a claim for a problem with her boiler on 3 January 2013. British Gas visited Ms L’s home on 3 January and ordered a part, ... (2 pages)View decision -
Decision Reference DRN4955755
30 Jun 2015 TSB Bank plc UpheldBanking and creditMr H complains about the information given to him by TSB Bank plc when they sold him a packaged bank account in 2007. backgroundThere was a monthly fee for the packaged account and it came with a range of benefits, which at the time included home emergency cover. Mr... (2 pages)View decision -
Decision Reference DRN3506317
22 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that he was mis-sold his home emergency insurance policy with British Gas Insurance Limited. backgroundMr R complained to BG that he’d been mis-sold his policy for the year from May 2015 to May 2016. And, being unhappy with its response, he complained... (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-1820182
7 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1820182The complaintMr P complains about his insurers Aviva Insurance Limited (Aviva), who wanted to charge him an excess policy fee under his home emergency policy. He thought that there should be no excess charge for a new call out as he believed it was a follow up repair. What happe... (3 pages)View decision -
Decision Reference DRN9112743
17 Sep 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Ms M complains about the delays in Inter Partner Assistance SA (IPA) repairing her boiler and that as a consequence her live-in tenant filed a court action.backgroundMs M contacted IPA on 29 October 2013 as her boiler had broken down. An engineer attended on 30 October ... (2 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