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 DRN-1979041
16 Sep 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1979041The complaintMrs H complains that Royal & Sun Alliance plc (“RSA”) is responsible for poor service in connection with a home emergency insurance policy. What happenedThe Financial Ombudsman Service deals with a consumer complaint against one insurance company or other regula... (2 pages)View decision -
Decision Reference DRN5795097
20 Jan 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr P complains that Inter Partner Assistance S.A. gave him poor quality work and materials under a home assistance insurance policy.backgroundMr P called for help when his central heating boiler had a fault. He complained that – after several visits - IPA’s repair fai... (2 pages)View decision -
Decision Reference DRN-3921120
20 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3921120 The complaint Mr A has complained that British Gas hasn’t done enough to repair damage he says was caused by an error when an engineer attended to repair his boiler. Mr A sought assistance under a home care policy. What happened In July 2022 Mr A reported to British Gas that he... (2 pages)View decision -
Decision Reference DRN-1685520
17 Jul 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-1685520 The complaintMr P complains that AXA Insurance UK Plc charged him an excess payment on a claim under his landlord’s insurance that didn’t go ahead, and that costs have been forced upon him. What happenedMr P said in August 2019 his tenant told him there was a leak in his flat ... (2 pages)View decision -
Decision Reference DRN-1588892
2 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1588892 The complaintMrs B is unhappy with the way British Gas Services Limited (BGS) have administered her HomeCare Three insurance policy. Mrs B appointed a representative when raising this complaint. For ease of reference, I will refer to them both as Mrs B in this decision. What ha... (3 pages)View decision -
Decision Reference DRN4642951
11 Nov 2020 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr H is unhappy with the way that Zurich Insurance PLC dealt with his landlord insurance claim for flood damage to his let property. background In early March 2018 Mr H made a claim to Zurich after his let property suffered serious water damage. Zurich appointed loss adjusters who in turn... (8 pages)View decision -
Decision Reference DRN-3056026
17 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3056026 The complaint Mrs R has complained that British Gas Insurance Limited (British Gas) caused damage to her home as a result of work it carried out under her home emergency policy. What happened Mrs R contacted British Gas when she found a leak coming from her boiler. An engineer... (5 pages)View decision -
Decision Reference DRN2286537
18 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains that British Gas Insurance Limited acted unfairly and unreasonably in the service it provided when her boiler leaked, and in refusing to accept liability for the damage caused. She wants compensation.backgroundMs G had a repair homecare agreement with Bri... (3 pages)View decision -
Decision Reference DRN-3588582
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588582 The complaint Mr W complains that British Gas Insurance Limited gave poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include employees, contractors and others insofar as I hold B... (4 pages)View decision -
Decision Reference DRN9109086
12 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited (“British Gas”) gave him poor service under a home emergency insurance policy.backgroundMr M had British Gas home care cover for his central heating system. His system included a magnetic filter. He complained that Bri... (2 pages)View decision