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 4078 results
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Decision Reference DRN-4428599
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4428599 The complaint Mr S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mr S owned a rental property. He contacted British Gas to send an engineer to fix the central heating. When the engineer visit... (2 pages)View decision -
Decision Reference DRN3800284
18 Sep 2015 Lloyds Bank PLC Not upheldBanking and creditMs M held a fee-free account with Lloyds Bank PLC for many years and then she upgraded to a packaged Gold bank account in 2006. She kept this account until September 2011 when she upgraded to a packaged Premier bank account. The packaged accounts came with several benef... (5 pages)View decision -
Decision Reference DRN2792426
9 Dec 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the way U K Insurance Limited (UKI) handled a claim for a water leak under his home insurance policy.backgroundUKI has told us it’s the insurer for both Mr H’s home emergency and buildings insurance cover, although the home emergency cover is administered by another in... (3 pages)View decision -
Decision Reference DRN6943567
22 Jul 2020 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about Lloyds Bank General Insurance Limited’s handling of a claim under his home insurance policy after he suffered an escape of water at his property. Mr B is represented in his complaint by his grandson.backgroundIn May 2017, Mr B’s home suffered an escape of water wh... (3 pages)View decision -
Decision Reference DRN7037385
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited (BG) failed to carry out a proper check of his central heating system at its annual service. As a consequence, a fault developed resulting in excessive gas consumption.backgroundBG carried out an annual service of Mr S... (2 pages)View decision -
Decision Reference DRN-3188653
2 Feb 2022 Amtrust Europe Limited UpheldInsuranceDRN-3188653 The complaint Mrs C complaints about Amtrust Europe Limited’s (Amtrust) handling of claims she made under her building warranty. What happened In 2014, Mrs C bought a new build property and took out a warranty. While she says she expected some snagging issues with a new build,... (3 pages)View decision -
Decision Reference DRN7643421
29 Aug 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr C and Mr E complain about Inter Partner Assistance SA’s (“IPA”) handling of their home emergency insurance claim for a fault with Mr C’s boiler. All references to IPA include its appointed administrative agents. background In late November 2011, Mr C contacted IPA to register a... (3 pages)View decision -
Decision Reference DRN-3867483
5 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3867483 The complaint Mr R complains that Creation Consumer Finance Ltd (“Creation”) were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN0789266
6 Apr 2020 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr and Mrs R complain that AmTrust Europe Limited is responsible for poor service in connection with their home emergency insurance policy.background The Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial firms. Where the co... (3 pages)View decision -
Decision Reference DRN-4120770
25 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4120770 The complaint Mrs S complains that Aviva Insurance Limited provided a poor standard of service when she made a claim under her policy regarding an issue with her boiler. What happened Mrs S held a heating, plumbing and electrics policy with Aviva to cover emergency repairs and... (3 pages)View decision