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 DRN6956993
24 Mar 2018 Bank of Scotland Plc Not upheldBanking and creditMs W says she called a plumber out because her boiler showed there was a problem with the pressure. But the plumber carried out extra work without her consent.She’s unhappy that Bank of Scotland Plc (trading as Halifax) won’t refund her for the extra work under sect... (3 pages)View decision -
Decision Reference DRN5692426
15 May 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J has complained about the date British Gas Insurance Limited (British Gas) offered her for the annual boiler service she receives as part of her home emergency insurance.backgroundMrs J had a HomeCare policy with British Gas which entitled her to an annual boiler... (2 pages)View decision -
Decision Reference DRN-5597113
2 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5597113 The complaint Mrs P complains about the way Zurich Insurance PLC trading as Zurich Municipal has handled a claim she made on a home insurance policy which provides cover for her property. What happened In 2021 Mrs P made a claim on a Zurich home insurance policy which cover... (5 pages)View decision -
Decision Reference DRN3840575
11 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W and Mrs R’s complaint is about a boiler and central heating insurance policy held with British Gas Insurance Limited. BackgroundI issued a provisional decision on this matter in September 2019, part of which is copied below: “Mr W and Mrs R have held the policy for a number of years. ... (5 pages)View decision -
Decision Reference DRN8962549
11 May 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited gave him poor service after he took out a home care policy.backgroundMr S had a house and a central heating system which were about four years old. After his boiler broke down, he called British Gas for help under h... (2 pages)View decision -
Decision Reference DRN7912103
11 Mar 2020 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr M complains that AmTrust Europe Limited Is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial firms. In the case of a complai... (3 pages)View decision -
Decision Reference DRN4888774
24 Jun 2016 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr J has complained about the delay by Zurich Insurance PLC in progressing a claim under a home insurance policy following previous final decisions by this service.background Mr J made a claim to Zurich in early 2011 following an escape of water at his home, which he... (2 pages)View decision -
Decision Reference DRN-4949776
30 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4949776 The complaint Mr K complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim made under his landlord home insurance policy. What happened Mr K held a Simple Landlord Home Emergency Insurance policy with RSA. He made a claim under the policy i... (3 pages)View decision -
Decision Reference DRN-1067149
6 Aug 2020 Society of Lloyd's UpheldInsuranceDRN-1067149The complaintMr and Mrs J complain that the Society of Lloyds rejected their claim in respect of damaged kitchen units in their static caravan under their home insurance policy. What happenedMr and Mrs J own a static caravan located on a site which closes over the winter months.... (3 pages)View decision -
Decision Reference DRN-3862153
17 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3862153 The complaint Mr & Mrs H are unhappy that British Gas Insurance Limited hadn’t complied with legal requirements regarding the electrics linked to their boiler and that British Gas serviced the equipment for several years and never resolved the problem, leaving them in dange... (3 pages)View decision