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 DRN8509200
24 Jan 2018 Shawbrook Bank Limited UpheldBanking and creditMrs H complains that work to replace her gas boiler, financed through an agreement with Shawbrook Bank Limited (Shawbrook), left her with a bill of nearly £400 to reconnect her gas fire. She wants Shawbrook to pay for this. She also says the customer service she r... (2 pages)View decision -
Decision Reference DRN7791589
16 Jan 2020 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Miss S and Mr M complain about how Legal & General Insurance Limited handled and settled a claim they made under their home insurance policy for water damage.backgroundOn 27 March 2018 Miss S and Mr M contacted Legal & General (L&G) to make a claim for water damage they said oc... (4 pages)View decision -
Decision Reference DRN1717083
20 Nov 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr K complains that a caravan purchased with finance from Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) wasn’t of satisfactory quality. He also complains that the agreement was mis-sold.backgroundIn October 2017 Mr K was supplied with a static caravan ... (4 pages)View decision -
Decision Reference DRN1011570
23 Sep 2019 SSE Home Services Limited Not upheldInsurance (excluding PPI)Miss F has complained about the boiler repair cover she has with SSE Home Services Limited (‘SSE’). She’s unhappy about the time slots in which an engineer visited her house to fix her boiler.backgroundMiss F had a problem with her boiler and claimed on her boiler repair cover with SSE. An... (3 pages)View decision -
Decision Reference DRN1124896
19 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have said they’re unhappy with the service provided to them by British Gas Insurance Limited (British Gas) after they needed to make a claim under their home care policy. backgroundMr and Mrs C have explained that in January 2018 they discovered they ha... (3 pages)View decision -
Decision Reference DRN0132321
22 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K complains that British Gas Insurance Limited is responsible for mishandling a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with one complaint against one regulated financial firm at a time. We deal with complaints about mis-selling as complaints agai... (4 pages)View decision -
Decision Reference DRN2639041
9 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is about a central heating insurance policy he took out with British Gas Insurance Limited.backgroundMr A took out a central heating insurance policy with British Gas on 10 January 2018. The policy provides that a first inspection and service will be... (3 pages)View decision -
Decision Reference DRN3060343
8 Sep 2015 AIB Group (UK) Plc Not upheldBanking and creditMr B complains that AIB Group (UK) Plc (“AIB”) won’t refund the cost of a central heating boiler which he says is faulty, and which he paid for using his AIB credit card. He brings this complaint under section 75 of the Consumer Credit Act 1974.backgroundIn Septembe... (2 pages)View decision -
Decision Reference DRN3813505
11 Nov 2014 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr M complains about the handling of his claim by Inter Partner Assistance SA (IPA). backgroundMr M holds a policy covering household emergencies as a landlord. He heard from his tenant that the heating system at a property he owed had failed, so gave the tenant the details of his cover... (1 page)View decision -
Decision Reference DRN-3406495
3 May 2022 Qmetric Group Limited Not upheldInsuranceDRN-3406495 The complaint Mr D complains about Qmetric Group Limited (QGL) who declined his claim under his home emergency policy. What happened Mr D purchased a home emergency policy with QGL. His boiler developed a fault and he contacted QGL to make a claim. During the claims process, QG... (3 pages)View decision