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-4997041
3 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4997041 The complaint Mr U has complained about the service provided by Evolution Insurance Company Limited (Evolution) when dealing with repairs to his boiler and the length of time this took. References to Evolution include its agents and claims managers. I’ve previously issued ... (6 pages)View decision -
Decision Reference DRN-4078843
18 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4078843 The complaint Mr G has complained about delays Aviva Insurance Limited caused in carrying out a boiler check when he bought a Heating, Plumbing and Electrics Plus (HPE) agreement. Mr G says the delay resulted in him not having cover when a boiler broke down at a property he ren... (3 pages)View decision -
Decision Reference DRN-3290380
8 Feb 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3290380 The complaint Mr P complains that British Gas Insurance Limited treated him unfairly when it declined to cover the cost of a new boiler. Mr P says British Gas is responsible for his boiler breaking and so, should reimburse him the cost of having a new one installed. What happen... (3 pages)View decision -
Decision Reference DRN0846172
29 Jan 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R has complained about British Gas Services Limited. He believes it condemned his boiler unnecessarily under his HomeCare policy.backgroundMr R says that British Gas incorrectly condemned his boiler. He’s seeking compensation for the cost, distress and inconvenience ... (2 pages)View decision -
Decision Reference DRN-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision -
Decision Reference DRN-4230251
24 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4230251 The complaint Mrs K complains that UK Insurance Limited trading as Privilege haven’t correctly applied the terms of their policy which apply when a boiler is deemed beyond economic repair (BER). What happened Mrs K holds a heating cover insurance policy with Privilege which of... (3 pages)View decision -
Decision Reference DRN2598751
26 Jan 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M and her daughter complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. We can’t usually deal w... (4 pages)View decision -
Decision Reference DRN5510654
1 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs U has complained about British Gas Insurance Limited’s delay in carrying out her annual boiler service under her Home Emergency policy as she believes the delay contributed to a part breaking and the boiler having to be replaced.backgroundMrs U held a Home Emergency policy with Brit... (2 pages)View decision -
Decision Reference DRN-3021195
1 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3021195 The complaint Mr T is unhappy with Royal & Sun Alliance Plc’s (RSA) handling of a claim he made under his home emergency policy. What happened Mr T contacted RSA in February 2021 as his boiler had stopped working. An engineer attended the same day. Mr T told the engineer he... (3 pages)View decision -
Decision Reference DRN3744118
23 Sep 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr W complains that Inter Partner Assistance S.A. gave him poor service under a home assistance insurance policy.backgroundMr W had a house with home assistance insurance underwritten by IPA. He agreed the sale of that house and the purchase of a new one. The central ... (3 pages)View decision