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 DRN4907077
11 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited will not reimburse her costs following a claim she made under her HomeCare insurance policy for a problem with her boiler. Mrs H is represented in this complaint by a family member, Mr H.backgroundOn 31 January 2013, Mr H contacted Bri... (2 pages)View decision -
Decision Reference DRN-3613972
18 Aug 2022 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3613972 The complaint Mr B’s complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t deal properly with a claim he made on his home emergency policy when his boiler stopped working. What happened In spring 2022 Mr B’s boiler stopped working. His policy with Admiral in... (3 pages)View decision -
Decision Reference DRN-3235514
2 Feb 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3235514 The complaint Mr S complains about the service provided by Royal & Sun Alliance Insurance Limited (RSA) when he made a claim on his home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision -
Decision Reference DRN9547325
6 Aug 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains about the level of service received from British Gas Insurance Limited under his HomeCare insurance policy. Mr R is represented in this complaint by his daughter, Ms R. backgroundMr R took out the policy in 2010 and a first annual service was carried out on 3 September 2... (3 pages)View decision -
Decision Reference DRN9426108
30 Sep 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint is about the handling of a claim under a central heating insurance policy with Aviva Insurance Limited. Aviva uses agents to handle claims and complaints on its behalf. Any reference to Aviva in this decision should be read as including anything said and done by those agen... (2 pages)View decision -
Decision Reference DRN8153148
22 Feb 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs J complains about the level of service she received from Aviva Insurance Limited under a home emergency insurance policy. In this decision my references to Aviva include the claims handling agent it’s used throughout. The agent is also an insurance intermediary w... (5 pages)View decision -
Decision Reference DRN4342631
22 Oct 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr H complains that Acromas Insurance Company Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with a complaint against one insurer or other regulated financial firm at a time. Where a consumer brin... (5 pages)View decision -
Decision Reference DRN-3684107
23 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3684107 The complaint Mr D has complained about the service received from AWP P&C SA (‘AWP’) under his home emergency insurance policy. Reference to AWP in this letter includes its agents and contractors. Reference to Mr D includes actions and representations made by his son on his... (4 pages)View decision -
Decision Reference DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 pages)View decision -
Decision Reference DRN2953198
24 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundMrs T had British Gas cover for her central heating. Her boiler was over twenty years old. She complained that British Gas damaged it. British Gas sent her a cheque for £250 but s... (2 pages)View decision