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-2707926
26 Mar 2021 Amtrust Europe Limited UpheldInsuranceDRN-2707926 The complaint Mr J complains that Amtrust Europe Limited is responsible for poor service in connection with a home emergency insurance policy. What happened The Financial Ombudsman Service deals with a consumer complaint against an insurance company or other regulated financia... (4 pages)View decision -
Decision Reference DRN0633424
5 Dec 2013 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains about British Gas Insurance Limited’s handling of her insurance claim relating to a fault with her boiler. The circumstances and background to this complaint were set out in my provisional decision in November 2013, as follows:“backgroundMrs J held an insurance policy, un... (5 pages)View decision -
Decision Reference DRN4378010
31 Oct 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr T complains that Royal & Sun Alliance Insurance Plc (“RSA”) have refused his claim for fire damage to his boiler which he says was caused by its failure to properly install the boiler following a flood claim in 2008. backgroundMr T made a claim for flood dam... (4 pages)View decision -
Decision Reference DRN-3371543
17 May 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3371543 The complaint Mr H and Mrs Y complain about Inter Partner Assistance SA (IPA) under the home emergency cover provided as part of their home insurance policy. They are unhappy at how IPA responded to a problem with their boiler. This decision covers Mr H and Mrs Y’s complaint ab... (3 pages)View decision -
Decision Reference DRN-4943762
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4943762 The complaint Mr C’s complaint relates to his central heating insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with claims and complaints on its... (4 pages)View decision -
Decision Reference DRN4557484
31 Jul 2019 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr and Mrs M complain about the handling of their claim under a home emergency policy underwritten by Inter Partner Assistance SA (“IPA”). Mr and Mrs M feel that its engineers acted unfairly and unreasonably and want matters put right.background Mr and Mrs M had a home emergency policy wit... (3 pages)View decision -
Decision Reference DRN4264601
25 Jan 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Ms C is unhappy with the way her claim for a replacement boiler was dealt with by Society of Lloyd’s under her Homeplan insurance. The policy is a Gas Council branded one and the claim was dealt with by them. But for convenience I shall refer to Lloyd’s throughout.bac... (3 pages)View decision -
Decision Reference DRN-5795441
3 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5795441 The complaint Mr T complains about British Gas Insurance Limited’s handling of his HomeCare insurance claim. What happened Mr T holds HomeCare insurance cover with British Gas which covers his rental property. In November 2024 Mr T asked British Gas to attend for a boiler r... (3 pages)View decision -
Decision Reference DRN0474365
2 Jan 2018 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about the way Inter Partner Assistance SA (IPA) has dealt with a claim he made on a home emergency policy when he had problems with his boiler.backgroundMr B had a home emergency policy with IPA. In January 2017 Mr B experienced a problem with his boile... (3 pages)View decision -
Decision Reference DRN-3547486
27 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3547486 The complaint Mr P complains that British Gas Insurance Limited (BG) provided poor service under his HomeCare policy with them. He feels this led to the failure of his boiler. He’d like full compensation for the new boiler. And a full refund of his HomeCare premium for the year... (5 pages)View decision