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 DRN3293781
23 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr B lives with his wife and school- age daughter. For many years he has had British Gas insurance for his central heating. Where I refer to Brit... (5 pages)View decision -
Decision Reference DRN5180951
11 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains, through her husband Mr W, that British Gas Insurance Limited gave poor service under her home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial f... (5 pages)View decision -
Decision Reference DRN0765998
27 Oct 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mrs B is unhappy with the handling of a claim under her home emergency insurance policy with Ageas Insurance Limited. She believes that Ageas Insurance Limited’s engineer mis-diagnosed the problem with her boiler and caused further damage to it.backgroundIn January 2015... (3 pages)View decision -
Decision Reference DRN9429225
15 Mar 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L are unhappy with how British Gas Insurance Limited has acted when it came to maintain their boiler – under their Homecare 100 policy.backgroundMr and Mrs L had an engineer attend their property on 26 October 2016 to carry out a routine service on their b... (3 pages)View decision -
Decision Reference DRN7638537
20 Jun 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr C complains that Royal & Sun Alliance Insurance Plc (“RSA”) won’t honour a promise under his home emergency insurance policy, which was underwritten by RSA, to replace his central heating boiler if it couldn’t be repaired.backgroundFor a number of years, Mr C ha... (3 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 DRN2203026
10 Mar 2015 British Gas New Heating Limited Not upheldBanking and creditMr and Mrs C complain that British Gas New Heating Limited misrepresented the cost savings that would be made if they agreed to buy a new boiler. They are represented in their complaint by their son, Mr A. backgroundMr and Mrs C were visited by a British Gas Engineer in October 2012. T... (3 pages)View decision -
Decision Reference DRN-4401472
15 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4401472 The complaint Mr L has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. Mr L is represented in this complaint but, for ease, I will only refer to Mr L. What happened Mr L contacted British Gas to repair his boile... (3 pages)View decision -
Decision Reference DRN-5477405
20 May 2025 U K Insurance Limited UpheldInsuranceDRN-5477405 The complaint Ms B and Ms K have complained about how U K Insurance Limited (UKI) dealt with a claim under their home emergency policy. Ms B and Ms K are represented in this complaint by Mr M who, for ease, I will normally refer to. What happened Mr M contacted UKI to arra... (2 pages)View decision -
Decision Reference DRN-2773148
22 Apr 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2773148 The complaint Mr J is unhappy with the way Inter Partner Assistance SA (IPA) handled his claim under the home emergency section of his home insurance policy following the breakdown of his boiler. What happened On 14 August 2019, Mr J contacted IPA to report that his boiler wasn... (3 pages)View decision