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 DRN1271456
8 Oct 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr E complains that Inter Partner Assistance SA (“IPA”) dealt with his home emergency claim unfairly and unreasonably. He wants matters put right.backgroundMr E had a home emergency policy with IPA, which covered repairs needed to his boiler (amongst other things). His boiler broke down. M... (2 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 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-2379320
6 Jan 2021 U K Insurance Limited Not upheldInsuranceDRN-2379320 The complaint Mrs and Mr U complain about U K Insurance Limited’s handling of a home insurance claim and about the claim being declined. What happened Mrs and Mr U have a home insurance policy underwritten by UKI, which covers home emergencies amongst other things. Mr U contact... (3 pages)View decision -
Decision Reference DRN1578340
24 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor service he received from British Gas Insurance Limited under his Homecare insurance policy.BackgroundMr H has had an insurance policy for the care of his boiler with British Gas since 2005. He believes that British Gas hasn’t met its oblig... (2 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-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN-3214512
20 Dec 2021 Amtrust Europe Limited Not upheldInsuranceDRN-3214512 The complaint Miss M complains about Amtrust Europe Limited and the way they handled her insurance claim after she discovered a fault with her boiler. What happened Miss M’s boiler was insured on a policy underwritten by Amtrust for several years. In December 2020, Miss M made ... (3 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 -
Decision Reference DRN7849878
25 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that British Gas Insurance Limited (British Gas) poorly handled a claim she made under her home care insurance policy.backgroundIn April 2019 Ms W contacted British Gas to repair her boiler. She said an engineer attended and diagnosed the problem – an issue with the fan and ... (3 pages)View decision