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 DRN-1597576
12 Jun 2020 Aviva Insurance Limited Not upheldInsuranceThe complaint Miss B complains that Aviva Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happened The Financial Ombudsman Service deals with each consumer complaint against one insurance company or other regulated financial firm... (3 pages)View decision -
Decision Reference DRN-3358470
21 Apr 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3358470 The complaint Miss C complains about Inter Partner Assistance SA’s (Inter) handling of her claim under her home emergency policy. What happened Miss C’s central heating broke down. She made a claim to Inter and it sent an engineer to inspect the problem in October 2020. A fault... (3 pages)View decision -
Decision Reference DRN6779789
3 Nov 2017 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B is unhappy with Inter Partner Assistance SA’s (“IPA”) handling of a claim under the home emergency section of his buildings insurance policy. backgroundOn 7 October 2016, Mr B noticed water was leaking from a pipe under his boiler, while he was having his kitc... (3 pages)View decision -
Decision Reference DRN5869627
15 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs K complain that British Gas Insurance Limited gave them poor service under a home care insurance policy.backgroundMr and Mrs K had - in an airing cupboard – a combined boiler and hot water cylinder unit. Mr K noticed a leak from a joint on an outlet pipe.... (2 pages)View decision -
Decision Reference DRN6267478
17 Sep 2014 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T complains that Acromas Insurance Company Limited did not carry out the annual service within the time period it specified and that when he had a heating breakdown it told him that it would not be able to attend for 18 hours.backgroundMr T purchased a branded home and heating emerge... (2 pages)View decision -
Decision Reference DRN8304065
28 Jan 2019 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr R complains that he received poor service when he made a claim under a boiler insurance policy provided by Amtrust Europe Limited. Amtrust uses a third party as a claims administrator to manage claims made against its insurance policies. It is this third party tha... (2 pages)View decision -
Decision Reference DRN-5682861
13 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5682861 The complaint Mr A has complained about the service provided by Inter Partner Assistance SA (‘IPA’) under his home emergency policy. For the avoidance of doubt, the term ‘IPA’ includes reference to IPA’s contractors for the purposes of this decision letter. What happened Mr ... (3 pages)View decision -
Decision Reference DRN5292680
21 Dec 2018 Ambant Underwriting Services Limited Not upheldInsurance (excluding PPI)Ms R complains about a claim declined under her home emergency insurance policy with Ambant Underwriting Services Limited (Ambant).backgroundIn September 2017 Ambant attended at Ms R’s property and completed an annualservice. It was noted that the burner seal needed r... (2 pages)View decision -
Decision Reference DRN3286134
24 Aug 2017 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs A complains that Inter Partner Assistance S.A. gave her poor service under a home emergency insurance policy.backgroundMrs A called for help with a leaking boiler in late November. She complained about slow response to that and further problems with her central ... (2 pages)View decision -
Decision Reference DRN9243183
14 Sep 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy with the service provided by Royal & Sun Alliance Insurance Plc (“RSA”) following a claim under their home emergency insurance policy when their boiler broke down.backgroundMr and Mrs M have a home emergency boiler via a bank account, the ... (3 pages)View decision