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 DRN1732322
23 Jan 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr J complains that Inter Partner Assistance S.A. failed to fix his boiler under a home emergency policy.backgroundMr J lives in a multi-storey building. He had a policy branded with the name of a bank. The home emergency section was underwritten by IPA. It sent engineers on several oc... (2 pages)View decision -
Decision Reference DRN-2379751
4 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2379751 The complaint Mr A has complained about British Gas Insurance Limited’s (British Gas) decision to decline a claim he made under his joint homecare insurance policy with Mrs K. Mr A says an outside vent from his boiler was accidentally damaged by the soil vent pipe. What happene... (2 pages)View decision -
Decision Reference DRN-2335695
1 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2335695 The complaint Mr B has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with an annual service under his home emergency insurance policy and the cost of renewal. What happened Mr B had a home emergency insurance policy with British Gas. When... (2 pages)View decision -
Decision Reference DRN-2089324
1 Sep 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2089324The complaintMrs T complains that Aviva Insurance Limited is responsible for unfair treatment in connection with a home emergency insurance policy. What happenedThe Financial Ombudsman Service is bound by the Financial Conduct Authority dispute resolution rules (“DISP”). The eff... (3 pages)View decision -
Decision Reference DRN-5634984
18 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5634984 The complaint Mr R complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened On 26 January 2025, Mr R called British Gas and said his boiler had broken down.... (3 pages)View decision -
Decision Reference DRN-3633502
13 Jan 2023 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-3633502 The complaint Mr B complains that The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) didn’t fully accept a claim on his home insurance. What happened Mr B had an NFU home insurance policy, originally taken out in May 2012. In October 2019, Mr B discovered... (5 pages)View decision -
Decision Reference DRN5507566
16 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMrs and Mr E complain that despite several visits, the fault with their central heating system was not fixed. They say that they were provided with conflicting information and consider that British Gas Insurance Limited had been negligent leaving them without a fun... (3 pages)View decision -
Decision Reference DRN3514737
8 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about British Gas Insurance Limited. They weren’t happy about the service provided under their home emergency cover.backgroundMr and Mrs A were told by British Gas that their central heating system’s problems were being affected by sludge ... (2 pages)View decision -
Decision Reference DRN4341494
29 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains about The Society of Lloyd’s delays in resolving a claim for the breakdown of a boiler at his tenanted property, under his ‘Home Emergency Solutions’ insurance policy. backgroundOn 1 March 2013, Mr L registered a claim with Lloyd’s as the boiler at his tenanted property... (3 pages)View decision -
Decision Reference DRN-3670756
15 Sep 2022 U K Insurance Limited Not upheldInsuranceDRN-3670756 The complaint Mr L complains about U K Insurance Limited (UKI) under his home emergency policy, about their decision not to replace a pump in his boiler under his home emergency policy. References to UKI include their agents who provide services and deal with claims under the p... (3 pages)View decision