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 4027 results
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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 DRN5679558
30 Oct 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs M complains that British Gas Insurance Limited did not identify issues with her boiler during a regular service. The boiler broke down within 3 months of the inspection leaving Mrs M without heating and hot water over the Christmas period causing considerable up... (2 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 -
Decision Reference DRN-4766144
24 Jun 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4766144 The complaint Mr T complains about Admiral Insurance (Gibraltar) Limited’s handling of his home emergency claim. Any reference to Admiral includes the actions of its agents. What happened Mr T holds home emergency cover with Admiral. He made a claim after experiencing a problem... (3 pages)View decision -
Decision Reference DRN6189455
25 Oct 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from Aviva Insurance Limited under his home emergency insurance policy.backgroundMr M complained to Aviva about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr M’s... (2 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 DRN5969693
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the insurance policy provided to him by British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in October 2017, part of which is copied below: “Mr L had cover for his central heating and boiler with British Gas. ... (4 pages)View decision -
Decision Reference DRN-2722369
29 Mar 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2722369 The complaint Mrs H complained that Royal & Sun Alliance Insurance Plc (RSA) hadn’t told her that action needed to be taken following her most recent annual boiler service, that it charged her £60 excess in error and that it changed her policy terms without letting her know... (5 pages)View decision -
Decision Reference DRN-4099522
13 Jun 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4099522 The complaint Mr O has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under a boiler care policy. What happened Mr O contacted D&G when he found a fault with his boiler. D&G sent an engineer, who had to order a part and then retur... (2 pages)View decision -
Decision Reference DRN-5754244
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5754244 The complaint Mr S complains about how Aviva Insurance Limited (Aviva) said it would settle a claim made under his HomeServe plan. Any references to Aviva include its agents. What happened Mr S took out his HomeServe plan, which is underwritten by Aviva, in February 2025. ... (2 pages)View decision