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-4461300
20 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4461300 The complaint Miss W has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. What happened Miss W reported a leak at her home in December 2022 to British Gas, as she had a home care policy at the relevant time. A Br... (5 pages)View decision -
Decision Reference DRN8801236
14 Apr 2020 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains that Aviva Insurance Limited is responsible for poor service in connection with her home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial firms. Where there is a com... (2 pages)View decision -
Decision Reference DRN-5186934
3 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5186934 The complaint Mrs O has complained about the service she received from British Gas Insurance Limited (BG) when she had a problem with her boiler and being charged for a procedure she believes was unnecessary. I previously issued a provisional decision in this case. I receiv... (5 pages)View decision -
Decision Reference DRN9805138
15 Dec 2015 Homeserve Membership Limited Not upheldInsurance (excluding PPI)Mrs W complains that Homeserve Membership Limited mishandled her central heating boiler breakdown insurance policy.backgroundMrs W called for help. She complained after Homeserve sad the policy didn’t cover her problem. The adjudicator didn’t recommend that the complaint... (2 pages)View decision -
Decision Reference DRN3099322
16 Jun 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr M complains that when Inter Partner Assistance SA (“IPA”)’s engineer inspected his boiler to trace a leak, he caused damage to the boiler for which Mr M wants to be reimbursed. backgroundMr M took out a home insurance policy with IPA in 2015. When his boiler lea... (2 pages)View decision -
Decision Reference DRN0333018
30 Sep 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr N complains about the service he received from Inter Partner Assistance SA following aclaim on his home emergency insurance policy for his boiler. Mr N is also unhappy that he had to pay a private engineer to repair his boiler.backgroundMr N’s central heating boil... (2 pages)View decision -
Decision Reference DRN-1700413
19 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1700413 The complaint Mr C complains that British Gas Insurance Limited (BG) said his boiler couldn’t be repaired and that annual services weren’t carried out under his home emergency policy. What happened Mr C’s policy provided for emergency repairs to and an annual service of his boi... (4 pages)View decision -
Decision Reference DRN-1130621
15 May 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1130621 The complaintMr B has complained about RSA. He’s not happy about the way it dealt with a claim under his home emergency insurance policy. What happenedMr B took out home emergency insurance in 2017 and looked to make a claim in February and March 2019. His hot water supply was ... (2 pages)View decision -
Decision Reference DRN9687188
28 Mar 2018 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr C is complaining that Inter Partner Assistance SA (IPA) damaged his boiler when he claimed on his home emergency insurance policy.backgroundIn October 2017, Mr C contacted IPA to claim on his home emergency policy because his boiler had stopped working correctly. ... (2 pages)View decision -
Decision Reference DRN-2941058
26 Aug 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2941058 The complaint Mr A is unhappy with the way Amtrust Europe Limited (“Amtrust”) dealt with his claim when his boiler broke down. The ‘SSE Heating Cover’ policy was administered by OVO (S) Home Services Limited on behalf of Amtrust, who are the underwriters of the insurance policy... (5 pages)View decision