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-3022455
22 Sep 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3022455 The complaint Mrs H complains that Aviva Insurance Limited removed boiler cover from her home emergency policy without notice. What happened Mrs H says she took out her policy with the AA in 2010 and did so mostly for the boiler cover it provided. Mrs H is a landlord and the po... (2 pages)View decision -
Decision Reference DRN7257553
23 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss E complains that British Gas Insurance Limited misled her into buying a new boiler under her home emergency insurance policy.backgroundMiss E complained about this matter to BG.BG rejected Miss E’s complaint but there were delays in its response, so it paid Mis... (4 pages)View decision -
Decision Reference DRN7161689
7 Jan 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I is unhappy that British Gas Insurance Limited hasn’t repaired or replaced her faulty boiler, even though it’s been causing problems for four years. background British Gas installed a replacement boiler for Mrs I in 2014. Since then there have been intermittent... (2 pages)View decision -
Decision Reference DRN-4155035
23 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4155035 The complaint Mr H complains that a British Gas Insurance Limited (British Gas) engineer damaged his boiler beyond repair and caused further damage to a kitchen worktop following a claim he made under his home emergency policy. What happened Mr H says British Gas repaired his b... (3 pages)View decision -
Decision Reference DRN-5907096
29 Oct 2025 UWI Limited UpheldInsuranceDRN-5907096 The complaint Mrs F and X have complained about the actions taken by UWI Limited (‘UWI’) under their boiler and home cover insurance policy. For the avoidance of doubt, the term ‘UWI’ includes reference to UWI’s agents, contractors and representatives for the purposes of thi... (5 pages)View decision -
Decision Reference DRN-2394908
2 Dec 2020 Aviva Insurance Limited UpheldInsuranceDRN-2394908 The complaint Mr B is unhappy about how Aviva Insurance Limited (Aviva) dealt with issues with his boiler under his home emergency policy. What happened Mr B contacted Aviva because his boiler was leaking. When the engineer attended, he told Mr B that the boiler was beyond econ... (4 pages)View decision -
Decision Reference DRN-3902711
10 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3902711 The complaint Mr M complains about British Gas Insurance Limited’s (BG) failure to properly maintain his boiler, under his home emergency policy. What happened Mr M said that he had held boiler cover with BG that included an annual service. He said that following a routine serv... (3 pages)View decision -
Decision Reference DRN-3272291
3 Feb 2022 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3272291 The complaint Miss G complains that A Shade Greener (Boilers) LLP (“ASG”) has no right to charge her for a repair undertaken to her boiler. What happened Miss G entered into a conditional sale agreement with ASG on 2 September 2014 for the supply and installation of a boiler. T... (4 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 DRN6575589
7 Nov 2017 Ambant Underwriting Services Limited UpheldInsurance (excluding PPI)Ms C complains about the service she received under a home emergency policy underwritten by Ambant Underwriting Services Limited (“Ambant”).backgroundMs C took out a home emergency policy to cover her central heating boiler, which had been installed in 2008. As part of t... (3 pages)View decision