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-3075436
12 Nov 2021 AWP P&C SA UpheldInsuranceDRN-3075436 The complaint Mr P complains about the poor repairs and service he experienced, following a claim under his home emergency policy with AWP P&C SA (AWP). What happened Mr P boiler broke down and he contacted AWP. It accepted the claim and sent an engineer who carried out an... (3 pages)View decision -
Decision Reference DRN3229765
30 Dec 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr O complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy.backgroundMr O had a policy that covered repairs to his central heating boiler unless the boiler was beyond economic repair (“BER”) – when Aviva would pay £200.00 towar... (2 pages)View decision -
Decision Reference DRN-4497868
2 Jan 2024 HDI Global Specialty SE UpheldInsuranceDRN-4497868 The complaint Mr and Mrs D complain about HDI Global Speciality SE’s (HDI) poor handling and failed repair of their boiler, under their home emergency policy. What happened Mr and Mrs D held a policy with HDI that covered amongst other things, boiler breakdowns. An issue develo... (3 pages)View decision -
Decision Reference DRN-4520323
20 Dec 2023 Aviva Insurance Limited UpheldInsuranceDRN-4520323 The complaint Mrs B complains about Aviva Insurance Limited’s handling of boiler health checks under her HomeServe policy. What happened Mrs B holds a HomeServe policy with Aviva. An engineer carried out a health check of Mrs B’s boiler in January 2023, and found a number of is... (3 pages)View decision -
Decision Reference DRN-5094726
29 Oct 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5094726 The complaint Mr L’s complaint is about his central heating insurance policy with Evolution Insurance Company Limited. The parties will see that I’ve changed the ‘respondent’ from the name of the agents that administer the policy and handle claims and complaints on behalf of... (6 pages)View decision -
Decision Reference DRN-3465786
27 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3465786 The complaint Mrs B and Mr K have complained that Aviva Insurance Limited (“Aviva”) led them to believe they could get home emergency cover for their boiler if they had some work done to it – but then declined cover when the work had been done. What happened In summer 2021, Mrs... (2 pages)View decision -
Decision Reference DRN-3775664
2 Dec 2022 U K Insurance Limited Not upheldInsuranceDRN-3775664 The complaint Mr T complains about U K Insurance Limited (UKI) under the home emergency section of his home insurance policy, about delays in responding to a breakdown of his boiler. References to UKI include their agents who provide services and deal with claims under the poli... (3 pages)View decision -
Decision Reference DRN-2484260
18 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2484260 The complaint Mr and Mrs M complain that British Gas Insurance Limited (BG) has unfairly declined their claim under their home emergency policy. What happened Mr and Mrs M rent out a property. The tenants contacted BG as they complained that they had no heating and hot water. T... (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 -
Decision Reference DRN2793151
8 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under a landlords’ home emergency insurance policy.backgroundMr M has British Gas insurance cover. Where I refer to British Gas or the insurer I refer to the insurance company by that name and I ... (3 pages)View decision