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-2273254
4 Nov 2020 U K Insurance Limited Not upheldInsuranceDRN-2273254 The complaint Mr A and Mrs H are unhappy about how UK Insurance Limited (UKI) dealt with their claim under their home emergency policy when their boiler stopped working. What happened Mr A and Mrs H’s boiler stopped working. So, they contacted UKI to arrange for an engineer to ... (3 pages)View decision -
Decision Reference DRN-3012256
8 Oct 2021 British Gas Insurance Limited UpheldInsuranceDRN-3012256 The complaint Mrs C complains about the way British Gas Insurance Limited (British Gas) dealt with a claim she made under her home emergency cover. What happened Mrs C had had problems with her boiler – which was about 14 years old. So in January 2021 she bought a home emergenc... (2 pages)View decision -
Decision Reference DRN-4255142
7 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4255142 The complaint Mr A has complained about the poor service he received from British Gas Insurance Limited (BGIL) when he sought assistance under his Home Care agreement. What happened In September 2022 Mr A sought assistance from BGIL when there was a problem with hot water acces... (2 pages)View decision -
Decision Reference DRN-5663830
11 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5663830 The complaint Mr C is unhappy that British Gas Insurance Limited condemned his boiler after he made a claim under his home emergency insurance policy. What happened Mr C had a policy with British Gas that provided (amongst other things) breakdown cover for his boiler. On 9 ... (2 pages)View decision -
Decision Reference DRN-4176903
27 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4176903 The complaint Mr S complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with his boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN-2480830
26 Jan 2021 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-2480830 The complaint B complained through their representative that Ecclesiastical Insurance Office Plc trading as Ansvar Insurance (Ansvar) unfairly declined part of a claim for theft under B’s commercial insurance policy. What happened In October 2017, B’s representative told Ansvar... (3 pages)View decision -
Decision Reference DRN-2262350
15 Oct 2020 British Gas Services Limited UpheldInsuranceDRN-2262350 The complaint Ms S is unhappy that British Gas Services Limited didn’t properly advise her about the condition of her boiler under her home emergency policy. What happened Ms S had a HomeCare policy with British Gas, which included an annual service. British Gas serviced the bo... (3 pages)View decision -
Decision Reference DRN4522055
14 Jul 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr L complains that Inter Partner Assistance SA (“IPA”) has rejected his claim for a contribution towards the cost of a new boiler.backgroundMr L’s boiler broke down leaving him without heating or hot water. He tried to get it fixed under his home emergency insura... (2 pages)View decision -
Decision Reference DRN1301130
10 May 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs W had a home emergency insurance policy with British Gas Services Limited (British Gas) from 2001 until her boiler was replaced in 2015. She complains that: during that time, at each annual service British Gas wrongly classified her boiler flue as “Not to Current ... (3 pages)View decision -
Decision Reference DRN8293188
2 Apr 2020 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs T complains that Amtrust Europe Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. Where a complaint is about a claim... (3 pages)View decision