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 DRN2097266
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs K reported a problem with her heating boiler. BG attended and it took a week and four appointments before the boiler was fixed.Mrs K co... (2 pages)View decision -
Decision Reference DRN-3288565
1 Feb 2022 Eunisure Limited UpheldInsuranceDRN-3288565 The complaint Mr M complains that AFH Independent Financial Services Limited (AFH) mis-sold a home emergency policy and that an exclusion clause, wasn’t made clear. What happened Mr M bought his home insurance in February 2021. The policy had an ‘add-on’ home emergency cover wh... (3 pages)View decision -
Decision Reference DRN-2981067
28 Sep 2021 Honeycomb Finance Limited UpheldConsumer CreditDRN-2981067 The complaint Mrs M complains that a central heating and boiler installation was not carried out to a satisfactory standard. Because the supply and installation were financed by Honeycomb Finance Limited, she says it is liable to make good the work or to pay for remedial work. ... (3 pages)View decision -
Decision Reference DRN-2018790
24 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-2018790 The complaintMr B is unhappy about a repair carried out on his boiler by British Gas Insurance Limited (“British Gas”) under his Boiler and Controls and Breakdown Cover, which led to a gas leak. What happenedA British Gas engineer attended Mr B’s property during April 2019 bec... (4 pages)View decision -
Decision Reference DRN5080299
28 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited didn’t perform an annual boiler service and safety check under his service agreement, which led to his boiler becoming condemned. backgroundMr C is a landlord and holds a “HomeCare One” policy with British Gas, which provides insurance cov... (4 pages)View decision -
Decision Reference DRN-4853088
14 Jun 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4853088 The complaint Mr R complains Clydesdale Financial Services Limited trading as Barclays Partner Finance has not met its obligations in regard to fixed sum loan agreement taken to fund a kitchen installation. What happened In July 2022 Mr R entered into... (5 pages)View decision -
Decision Reference DRN-4218090
20 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4218090 The complaint Mr and Mrs G are unhappy with how Royal & Sun Alliance Insurance Limited dealt with a claim they made on a home emergency insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I... (1 page)View decision -
Decision Reference DRN7125714
22 Jun 2020 Great Lakes Insurance SE UpheldInsurance (excluding PPI)ComplaintMiss C complains about Great Lakes Insurance SE’s handling of a claim under her home emergency insurance policy. BackgroundMiss C held a home emergency insurance policy, provided by Great Lakes.In mid-November 2018, Miss C discovered a leak in her dining room and contacted GreatLa... (8 pages)View decision -
Decision Reference DRN7721072
4 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P and his company complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about regulated activities and ancillary activities carried on by regulated financial ... (5 pages)View decision -
Decision Reference DRN-1942883
8 Oct 2020 U K Insurance Limited Not upheldInsuranceDRN-1942883 The complaint Ms H is unhappy that U K Insurance Limited won’t pay her home insurance claim for damage to her property following the installation of a gas boiler. What happened In March 2019 Ms H wanted a new boiler installed. She enquired via social media and received a respon... (3 pages)View decision