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 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-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-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 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 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 DRN2915684
10 Jan 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr C is unhappy with the handling of a claim under his home emergency insurance policy with Admiral Insurance Company Limited.Admiral uses agents to deal with claims on its behalf. It’s these agents that Mr C was in contact with in relation to his claim. Any refere... (3 pages)View decision -
Decision Reference DRN-5637886
26 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5637886 The complaint Mrs C complains about the service she received from British Gas Insurance Limited under her Homecare policy. Mrs C has largely been represented by Mr C in this complaint, but for ease of reference I shall refer to anything Mr C said on Mrs C’s behalf to have be... (3 pages)View decision -
Decision Reference DRN-3437202
3 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3437202 The complaint Mr H is unhappy with the service he has received from British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr H took out a home emergency policy with British Gas in November 2020, which included an annual boiler service. Mr H ... (3 pages)View decision -
Decision Reference DRN7827963
23 May 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about Inter Partner Assistance SA’s handling of his insurance claim for a fault with his unvented water cylinder. All references to Inter Partner Assistance SA (‘IPA’) include the agents it has appointed to administer claims. background Mr B held a Complete Cover with Heat... (3 pages)View decision -
Decision Reference DRN7385437
16 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs J are unhappy about how British Gas Insurance Limited (“British Gas”) has dealt with them in relation to their HomeCare agreement.backgroundMr and Mrs J’s problems started after they had a new boiler installed in 2002. There were many problems, callouts and ... (2 pages)View decision