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-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-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 DRN9783085
7 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms K’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited. backgroundIn June 2014 Ms K was advised by British Gas to have a new boiler installed, as hers wasn’t working. However, British Gas later ... (2 pages)View decision -
Decision Reference DRN1892282
26 Sep 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about how Aviva Insurance Limited dealt with his claim under his home emergency insurance policy.In this decision I’ll refer to Aviva’s agents as Aviva.backgroundMr S’ boiler stopped working and he had no heating or hot water. He contacted Aviva to get ... (3 pages)View decision -
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 DRN5969693
15 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy with the insurance policy provided to him by British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in October 2017, part of which is copied below: “Mr L had cover for his central heating and boiler with British Gas. ... (4 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 DRN-4757323
29 Apr 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4757323 The complaint Mr T has complained about the way Inter Partner Assistance SA (“IPA”) dealt with a claim he made under his home emergency insurance policy. What happened Mr T got in touch with IPA about a water leak from his boiler. IPA sent an engineer the next day, who said th... (2 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