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
-
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 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 -
Decision Reference DRN9399872
15 Nov 2017 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs F complains that Acromas Insurance Company Limited mishandled her home emergency insurance.backgroundMrs F had home emergency cover underwritten by Acromas and branded with the name of another company. In 2017 she called for help with her central heating boiler. Mr... (1 page)View decision -
Decision Reference DRN6341741
28 Nov 2016 British Gas Services Limited Not upheldBanking and creditMrs T, represented by a family member Ms T, complains that the fixed sum loan agreement she entered into with British Gas Services Limited (the business) was not fully explained and was not affordable.backgroundMrs T entered into a fixed sum loan agreement in 2012 to ... (2 pages)View decision -
Decision Reference DRN7524987
23 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K says that British Gas Insurance Limited (“BGIL” for short) has treated him unfairly regarding his home emergency policy since 2014.backgroundMr K says that BGIL has treated him unfairly. He says his hot water storage unit started to leak in 2014. He called on BG... (2 pages)View decision -
Decision Reference DRN-5287984
8 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5287984 The complaint Mr P complains that, after cancelling policies he held with Domestic & General Insurance Plc, it continued to collect direct debit payments from his bank account. He’s unhappy his payments haven’t been refunded. What happened In 2014, Mr P incepted plans t... (4 pages)View decision -
Decision Reference DRN0258042
12 May 2015 Best Deal Insurance Services Limited UpheldInsurance (excluding PPI)Mr C complains about Best Deal Insurance Services Limited’s refusal to cover the cost of additional repairs on his rental property or pay for his loss of rent. backgroundMr C rented out a property. When his tenants moved out, he noted they had damaged the kitchen. As M... (3 pages)View decision -
Decision Reference DRN2111026
5 Oct 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs H complains that British Gas Services Limited gave her poor service under a home care insurance policy.backgroundMrs H had problems with her central heating and hot water. She called British Gas for help in 2013. It recommended a power flush. Later she got someon... (2 pages)View decision -
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-3645894
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3645894 The complaint Mrs B is unhappy about the service received following her claim under her British Gas Insurance Limited’s (BG) home emergency policy. What happened Mrs B had issues with her radiators and central heating system, so she contacted BG to get this investigated and fix... (2 pages)View decision