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-5852195
3 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5852195 The complaint Mr P has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his boiler insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its representatives and agents for the purposes of this d... (3 pages)View decision -
Decision Reference DRN3026506
29 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms B’s complaint is about the handling of a claim under her central heating insurance policy with Royal & Sun Alliance Insurance Plc (“RSA”).backgroundMs B has held the policy with RSA for a number of years. She made a claim under the policy in December 2018, as her boiler was leaking ... (3 pages)View decision -
Decision Reference DRN-1512565
30 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1512565 The complaintMr W and the Estate of Mrs W complain that British Gas Insurance Limited (BG) has broken their boiler and won’t repair or replace it. This left them without heating and hot water over winter. Mr W and Mrs W took out a home emergency insurance with BG in November 20... (3 pages)View decision -
Decision Reference DRN-2768464
21 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2768464 The complaint Miss D’s complaint is about the service provided by British Gas Insurance Limited in relation to her central heating insurance policy. What happened I issued a provisional decision on this matter earlier in April 2021, part of which is copied below: “The policy i... (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-3588218
2 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588218 The complaint Mr and Mrs W complain that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include engineers and others insofar as ... (4 pages)View decision -
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-4588581
7 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4588581 The complaint Mrs V’s complaint is about the service provided British Gas Insurance Limited in relation to a central heating insurance policy. Mrs V is represented in this complaint by her son but for ease I will refer to Mrs V only. What happened Mrs V’s policy provides cover ... (4 pages)View decision -
Decision Reference DRN-2666859
27 May 2021 Great Lakes Insurance SE Not upheldInsuranceDRN-2666859 The complaint Mrs S complains that Great Lakes Insurance SE (GL), carried out a poor standard of customer service and damaged her boiler under her home emergency policy. What happened In 2019, Mrs S took out a home emergency policy that covered her amongst other things, for an ... (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