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
-
Decision Reference DRN0731797
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited has been unfair when it renewed a home emergency policy for her boiler.backgroundIn 2003 Mrs C took out a home emergency policy for the boiler at her tenanted house with British Gas. The policy was renewed each year un... (2 pages)View decision -
Decision Reference DRN4592434
3 Sep 2019 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr C complains that Society of Lloyd’s is responsible for poor service under a home emergency insurance policy.backgroundThe Financial Ombudsman Service treats complaints about insurance claims as complaints against the insurer responsible for dealing with claims. To prevent third parties ... (6 pages)View decision -
Decision Reference DRN7661608
9 Jan 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that U K Insurance Limited (“UKI”) won’t pay his landlord insurance claim for a damaged boiler. backgroundMr B has landlord insurance with UKI which covers a number of properties. In May 2017 he made a claim to UKI for damage to the boiler at one of ... (2 pages)View decision -
Decision Reference DRN-2461733
11 Feb 2021 AWP Assistance UK Ltd Not upheldInsuranceDRN-2461733 The complaint Mrs D complains AWP Assistance UK Ltd (trading as Allianz Global Assistance) (Allianz) mis-sold her a boiler breakdown insurance policy. Mrs D has been represented in this complaint by Mr D. But since Mrs D is the policyholder, I’ll mostly refer to Mrs D in this d... (3 pages)View decision -
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 DRN-4298517
8 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4298517 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim he made under his home emergency policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral has accepted ... (3 pages)View decision -
Decision Reference DRN-5476936
11 Apr 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5476936 The complaint Mrs A complains that Inter Partner Assistance SA (“IPA”) failed to deal with a claim on her home emergency policy correctly, and the failure to diagnose the problem caused her boiler to break down completely. What happened Mrs A made a claim on her policy. She ... (3 pages)View decision -
Decision Reference DRN7843635
29 Nov 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mrs N has complained about the way Inter Partner Assistance SA (IPA) dealt with a claim she made on her home emergency policy and about the service it provided to her.All references to IPA include its agents. backgroundI issued a provisional decision on this compl... (5 pages)View decision -
Decision Reference DRN-3062404
3 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3062404 The complaint Mr T complains that HSBC UK Bank Plc declined his claim under Section 75 of the Consumer Credit Act 1974. What happened In March 2019 Mr T purchased a boiler using his HSBC credit card. The boiler came with a 10-year service plan and a 12 months installation warra... (2 pages)View decision -
Decision Reference DRN1792533
6 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited mishandled her claim on her home care insurance.backgroundIn May 2017 British Gas told Mrs C her boiler was unsafe and she needed a new one. She complained that British Gas had been negligent in its inspections in ... (2 pages)View decision