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-2198011
7 Jan 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2198011 The complaint Mr W and Mrs W complain that Aviva Insurance Limited (Aviva) didn’t provide the free replacement boiler cover included in their home emergency policy. What happened Mr W and Mrs W had home emergency cover with Aviva. The policy was in joint names but, for ease, I’... (3 pages)View decision -
Decision Reference DRN-2714362
30 Mar 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2714362 The complaint Mr B is unhappy with the way British Gas Insurance Limited has dealt with a repair to his boiler under his Homecare policy. What happened In October 2019, Mr B took out a ‘one-off repair’ service agreement and a Homecare policy with British Gas for a boiler at one... (3 pages)View decision -
Decision Reference DRN6565872
3 Jun 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr S has a home emergency policy with Ageas Insurance Limited. He has complained that Ageas would not agree to repair his boiler when it broke down. It said the boiler had not been serviced for some time and was beyond economical repair (BER). backgroundAgeas sent... (2 pages)View decision -
Decision Reference DRN2271172
1 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited won’t reimburse him for the cost of replacing his boiler. He says that a leak which led to his boiler being condemned wasn’t spotted during the annual services carried out under his HomeCare policy.backgroundMr B has a... (3 pages)View decision -
Decision Reference DRN-2811040
11 May 2021 Inter Partner Assistance SA UpheldInsuranceDRN-2811040 The complaint Mr and Mrs H complain about the service provided by Inter Partner Assistance SA (IPA) when they made a claim on their home assistance insurance policy. References to IPA include its agents. What happened In April 2020, Mr H contacted IPA to make a claim on his hom... (6 pages)View decision -
Decision Reference DRN3498296
12 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss R is unhappy that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. backgroundMiss R had a home emergency policy with British Gas. This provided her with a number of services – one of these was an annual service... (2 pages)View decision -
Decision Reference DRN6187685
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains that British Gas Insurance Limited gave her poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints about insurance companies and other regulated financial firms. Where I refer to the insurer or B... (3 pages)View decision -
Decision Reference DRN8614761
15 Feb 2019 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Acromas Insurance Company Limited gave poor service under a home emergency insurance policy.backgroundMr R says his wife is disabled. Mr R says his central heating boiler was about eight years old. He had a policy branded with the name of an insu... (3 pages)View decision -
Decision Reference DRN6276061
24 May 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr K complains that AXA Insurance UK Plc unfairly declined a buildings insurance claim for damage to his boiler.backgroundIn November 2017, Mr K became aware of a problem with his boiler. An engineer looked at it and said the ball valve in the tank had seized. This wa... (2 pages)View decision -
Decision Reference DRN-2698704
7 Apr 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2698704 The complaint Mr and Mrs L complain about how Aviva Insurance Limited handled a claim on their home emergency policy. Both Mr and Mrs L are named policyholders on their Aviva policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the ... (2 pages)View decision