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 DRN5213079
22 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that when she called on British Gas Insurance Limited (“BGI”) under her home emergency insurance policy to repair her central heating boiler: it wouldn’t work on the boiler; its engineer behaved in an unprofessional manner; and BGI didn’t give her a ... (3 pages)View decision -
Decision Reference DRN3740953
20 May 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mrs K complains against the Society of Lloyd’s about damage caused to her boiler when work was undertaken by engineers under a Corgi Homeplan insurance policy. background Mrs K held a Corgi Homeplan insurance policy, which provided cover for the central heating and the bo... (3 pages)View decision -
Decision Reference DRN9426108
30 Sep 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint is about the handling of a claim under a central heating insurance policy with Aviva Insurance Limited. Aviva uses agents to handle claims and complaints on its behalf. Any reference to Aviva in this decision should be read as including anything said and done by those agen... (2 pages)View decision -
Decision Reference DRN0516637
26 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B has complained about the service he was provided with by British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B has had a home emergency policy with British Gas for many years. The policy includes an annual boiler service. In Sept... (2 pages)View decision -
Decision Reference DRN7785503
2 Aug 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited is responsible for poor service under a home emergency insurance policy.background Where I refer to British Gas I refer to the insurance company of that name and I include engineers and others for whose actions I hold it responsible.Mr R ow... (3 pages)View decision -
Decision Reference DRN-6022841
15 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-6022841 The complaint Mrs M is unhappy with how British Gas Insurance Limited (British Gas) has dealt with a boiler issue on her home emergency policy during the annual boiler service. She’s also unhappy that British Gas hasn’t adequately provided the information requested and with ... (3 pages)View decision -
Decision Reference DRN4342631
22 Oct 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr H complains that Acromas Insurance Company Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with a complaint against one insurer or other regulated financial firm at a time. Where a consumer brin... (5 pages)View decision -
Decision Reference DRN-4493257
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4493257 The complaint Mr B has complained about the cover British Gas Insurance Limited (British Gas) offered under a home emergency policy after boiler parts became obsolete. Mr B is represented by Mrs D, who I will also refer to in my decision. What happened Mr B had a HomeCare polic... (3 pages)View decision -
Decision Reference DRN5097763
24 Jan 2014 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs H complained about how Royal & Sun Alliance Insurance Plc (“RSA”) was handling her home insurance claim.backgroundMrs H lodged a claim for flood damage to her property. When she complained to the Financial Ombudsman Service – nearly three years later – a number of repairs, rein... (2 pages)View decision -
Decision Reference DRN-3684107
23 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3684107 The complaint Mr D has complained about the service received from AWP P&C SA (‘AWP’) under his home emergency insurance policy. Reference to AWP in this letter includes its agents and contractors. Reference to Mr D includes actions and representations made by his son on his... (4 pages)View decision