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 DRN9985113
12 Mar 2020 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Miss M and Mr R complain that Acromas Insurance Company Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with consumer complaints against insurance companies and other regulated financial firms. In ... (4 pages)View decision -
Decision Reference DRN-2633356
10 Mar 2021 Alwyn Insurance Company Limited Not upheldInsuranceDRN-2633356 The complaint Mr and Mrs L complain that Alwyn Insurance Company Limited wouldn’t contribute towards their replacement boiler under their home emergency insurance policy, as it said it was beyond economical repair. What happened When Mr and Mrs L found their boiler was leaking ... (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 DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision -
Decision Reference DRN7731608
18 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy. backgroundBritish Gas replaced Mr P’s central heating boiler under his policy. Mr P complained about the position of the new boiler and generally a... (2 pages)View decision -
Decision Reference DRN-2039320
30 Jul 2020 British Gas Insurance Limited UpheldInsuranceDRN-2039320 The complaintMr W complains that British Gas Insurance Limited mishandled his home emergencyinsurance policy.What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I includeother companies and individuals insofar as I hold that insurance c... (4 pages)View decision -
Decision Reference DRN0342822
8 Jul 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr R complains that Inter Partner Assistance SA (“IPA”) has rejected a claim for a boiler repair under his home emergency insurance policy.backgroundMr R owns a rental property and had a home emergency insurance policy to deal with any problems his tenant had. When the ... (3 pages)View decision -
Decision Reference DRN8315417
17 Nov 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr P has complained about the way Aviva Insurance Limited’s policy and claims administrator has handled his claim under his gas central heating breakdown insurance cover. This is part of a wider agreement, which includes the servicing of his boiler. He’s also unhap... (2 pages)View decision -
Decision Reference DRN-4810855
28 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4810855 The complaint Mr G complains British Gas Insurance Limited is responsible for him needing to purchase a new boiler. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision.... (2 pages)View decision -
Decision Reference DRN-2379320
6 Jan 2021 U K Insurance Limited Not upheldInsuranceDRN-2379320 The complaint Mrs and Mr U complain about U K Insurance Limited’s handling of a home insurance claim and about the claim being declined. What happened Mrs and Mr U have a home insurance policy underwritten by UKI, which covers home emergencies amongst other things. Mr U contact... (3 pages)View decision