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-3303486
23 Mar 2022 Infinity Energy Organisation Limited UpheldConsumer CreditDRN-3303486 The complaint Mr I and Mr J complain about the response of Infinity Energy Organisation Limited to their claim made under section 75 of the Consumer Credit Act 1974. The claim related to a credit agreement entered as part of a Green Deal Plan in relation to the installation of ... (3 pages)View decision -
Decision Reference DRN2079953
25 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complained that British Gas Insurance Limited refused to repair his boiler when he made a claim. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows:“backgroundMr C had a HomeCare Care agree... (2 pages)View decision -
Decision Reference DRN-3737796
17 Oct 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3737796 The complaint Mr and Mrs B complain about Inter Partner Assistance SA’s (IPA) handling of their claim under their home emergency policy. What happened Mr and Mrs B noticed that their boiler had a small leak. They contacted who they believed was their home emergency providers an... (3 pages)View decision -
Decision Reference DRN2894728
28 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited damaged his boiler when it did a service under his home care insurance. He’s also unhappy about how it dealt with his complaint.backgroundIn October 2014 Mr W took out home care insurance with British Gas. It did a ser... (3 pages)View decision -
Decision Reference DRN2323677
26 Mar 2014 British Gas Services Limited UpheldBanking and creditMr E complains that he was misled into purchasing a new boiler. The boiler was purchased using a fixed sum loan with British Gas Services Limited (‘British Gas’). Mr E brings his complaint under section 75 of the Consumer Credit Act 1974.backgroundMr E says that a gas engineer visited h... (2 pages)View decision -
Decision Reference DRN8417569
24 Aug 2017 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Through her son Mr B, Mrs B complains that Acromas Insurance Company Limited gave poor service under a home emergency insurance policy.backgroundMrs B’s central heating boiler stopped working properly. Mr B called for help under the home emergency insurance. But the in... (2 pages)View decision -
Decision Reference DRN3269296
13 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs B complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy. background Mr and Mrs B have arranged home emergency insurance policies with British Gas each year since 2004. The policy provides cov... (3 pages)View decision -
Decision Reference DRN-3755588
16 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3755588 The complaint Mr M has complained that British Gas Insurance Limited (BGIL) won’t meet the costs he paid to replace his gas boiler. Mr M held a Homecare agreement with BGIL. What happened Mr M held a HomeCare agreement with BGIL. In March 2021 a technician attended to inspect M... (4 pages)View decision -
Decision Reference DRN-2888909
22 Jun 2021 British Gas Services Limited UpheldInsuranceDRN-2888909 The complaint Mr P’s unhappy British Gas Services Limited cancelled his homecare policy after advising him they were unable to cover his boiler. What happened In April 2019, Mr P contacted British Gas after his tenants reported a timer issue on the boiler in a property he rente... (4 pages)View decision -
Decision Reference DRN6321487
13 Mar 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss B complains that Aviva Insurance Limited is responsible for mishandling her claim in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with a complaint about a claim under an insurance policy as a complaint against the insurance company ... (4 pages)View decision