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 DRN5677349
29 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas installed a new boiler and a hive thermostat in Mr A’s home. The work wasn’t done under his insurance policy. Mr A subsequentl... (2 pages)View decision -
Decision Reference DRN-4428803
31 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4428803 The complaint Mr H is unhappy with the service he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) after making a home emergency claim. What happened Mr H has a contents insurance policy and an add on home emergency policy, both underwritten by Admiral. In Decemb... (3 pages)View decision -
Decision Reference DRN2503158
19 Aug 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mrs E complains (through her daughter) that Inter Partner Assistance S.A. gave her poor service under a home assistance insurance policy.backgroundMrs F complained that IPA failed to keep an appointment and then capped off her boiler, leaving her without heating and hot ... (2 pages)View decision -
Decision Reference DRN0241229
18 Feb 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr N complains that Inter Partner Assistance S.A. should respond to his claim on his home emergency insurance.backgroundMr N had a packaged bank account which provided home emergency insurance underwritten by IPA. He made a claim on his policy in summer 2014, saying that his boiler had b... (2 pages)View decision -
Decision Reference DRN1953923
3 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the service given by British Gas Insurance Limited (British Gas) when they made a claim under their HomeCare policy. They’re also unhappy with the time taken to reply to their complaint and that they haven’t had a full reply to this.... (3 pages)View decision -
Decision Reference DRN-3777824
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3777824 The complaint Mr W complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. References to British Gas include its agents. What happened In April 2022, Mr W made a claim under his home emergency policy with British Gas because there was a f... (3 pages)View decision -
Decision Reference DRN-4141055
19 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4141055 The complaint Mr G complained about the poor level of service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr G raised a complaint to British Gas for numerous failed appointments from British Gas engineers in 2019... (3 pages)View decision -
Decision Reference DRN2485065
7 Aug 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs S complains that when her central heating boiler broke down, and she called on Inter Partner Assistance SA (IPA) under her ‘Home Protection Policy’, it was slow in arranging the needed repairs.backgroundIn November 2014 Mrs S’s boiler stopped working leaving her ... (2 pages)View decision -
Decision Reference DRN-2052637
3 Nov 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2052637 The complaint Miss C complains that British Gas Insurance Limited didn’t compensate her enough after poor service and a delay in her boiler being fixed under her home emergency insurance policy. What happened Miss C has a property which she lets out to tenants. When they report... (2 pages)View decision