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 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 DRN0866663
8 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L had a home emergency insurance policy with British Gas Insurance Limited (“BGI”). She complains that in the course of servicing her central heating boiler under the policy, its engineer caused the boiler chassis to crack. As a result the boiler was condemned an... (2 pages)View decision -
Decision Reference DRN-4661549
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661549 The complaint Mr and Mrs C complain about Aviva Insurance Limited (Aviva) poor service and delay, following a claim under his home emergency policy. Any reference to Aviva includes its agents. What happened Mr and Mrs C held a home emergency policy with Aviva, which covered boi... (3 pages)View decision -
Decision Reference DRN-2826214
19 May 2021 Aviva Insurance Limited UpheldInsuranceDRN-2826214 The complaint Mrs R complains that Aviva Insurance Limited (“Aviva”) failed to condemn her unsafe boiler when an engineer acting on Aviva’s behalf inspected it. She wants Aviva to recognise its failing and to acknowledge the worry caused to her and her family. What happened Mrs... (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-3158728
15 Nov 2021 British Gas Services Limited UpheldInsuranceDRN-3158728 The complaint Mr and Mrs S complain about British Gas Services Limited (British Gas) under their home emergency policy, which also included an annual service of their boiler. Their complaint is that British Gas didn’t service the boiler, or resolve a temperature control problem... (3 pages)View decision -
Decision Reference DRN-4766144
24 Jun 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4766144 The complaint Mr T complains about Admiral Insurance (Gibraltar) Limited’s handling of his home emergency claim. Any reference to Admiral includes the actions of its agents. What happened Mr T holds home emergency cover with Admiral. He made a claim after experiencing a problem... (3 pages)View decision -
Decision Reference DRN-5849668
29 Jan 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-5849668 The complaint Mrs D complains that Evolution Insurance Company Limited (EIC) haven’t fairly handled her claim under her home emergency policy. What happened The details of what happened are well known to both parties. I will just summarise them here. • Mrs D had home emergen... (2 pages)View decision -
Decision Reference DRN6189455
25 Oct 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the service he received from Aviva Insurance Limited under his home emergency insurance policy.backgroundMr M complained to Aviva about this matter. And, being unhappy with its response, he complained to this service.Our investigator thought Mr M’s... (2 pages)View decision