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 DRN7377156
21 Feb 2019 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr S is unhappy that during the initial inspection to validate his boiler cover, the engineer that visited broke the filling loop causing it to leak. The part isn’t covered under the policy and Mr S is unhappy that Great Lakes Insurance SE (Great Lakes) won’t replac... (3 pages)View decision -
Decision Reference DRN8983543
6 Jul 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited has mishandled a claim under her home emergency policy.backgroundMrs L had a home emergency policy with British Gas for many years. In August 2015 she reported a leak from her boiler to British Gas. It sent out an en... (2 pages)View decision -
Decision Reference DRN5156238
16 May 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr E complains that Royal & Sun Alliance Insurance Plc gave him poor service under the home emergency section of his home insurance policy.backgroundMr E had home emergency insurance subject to a limit of £1,000.00. So when his boiler wasn’t working properly, Mr... (2 pages)View decision -
Decision Reference DRN-4562685
5 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4562685 The complaint Ms G is unhappy with the way Aviva Insurance Limited (AIL) handled her claim after her boiler developed problems with the pressure. What happened The background to this complaint is well-known to both parties. So, I’ve set out a summary of what I think are the key... (2 pages)View decision -
Decision Reference DRN0244323
17 Nov 2016 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Mr M and Miss S complain about poor service provided by Ambant Underwriting Services Limited (“Ambant”) in respect of their home emergency insurance policy.backgroundMr M and Miss S had a home emergency policy with Ambant, which included an annual boiler service. In ... (2 pages)View decision -
Decision Reference DRN-4120019
12 May 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4120019 The complaint Miss D complains about British Gas Insurance Limited’s handling of her home insurance policy. Miss D is being represented in her complaint by Mr S, I shall refer to him where necessary below. All references to British Gas also include its appointed agents. What ha... (2 pages)View decision -
Decision Reference DRN-6030939
18 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6030939 The complaint Miss M has complained about Admiral Insurance (Gibraltar) Limited’s handling of a claim she made for repair to her boiler, under her home emergency policy. What happened The details of what happened are well known to both parties. So, I will just summarise the... (2 pages)View decision -
Decision Reference DRN6850539
24 Nov 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that Ageas Insurance Limited gave him poor service under a home emergency insurance policy.backgroundWhen his boiler broke down, Mr M rang for help under the policy. He complained that it took over a week to get his boiler fixed. The adjudicator rec... (2 pages)View decision -
Decision Reference DRN3649146
27 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints against insurance companies and other regulated financial firms. Where I refer to British Gas, I re... (2 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