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-4534246
20 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4534246 The complaint Dr V’s complaint is about the handling of a claim under her plumbing and drainage insurance policy with Aviva Insurance Limited. What happened Dr V says Aviva took an excessive time to repair a broken pipe in her property and also caused damage to her boiler which... (6 pages)View decision -
Decision Reference DRN-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN1337257
16 Jul 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs G is complaining that British Gas Services Limited’s (BG) engineer told her she had to have her flue inspected after she asked it to repair her boiler under her boiler’s repair and maintenance policy.backgroundMrs G contacted BG to report a fault on her boiler ... (4 pages)View decision -
Decision Reference DRN-3168763
18 Nov 2021 AWP P&C SA UpheldInsuranceDRN-3168763 The complaint Ms K is unhappy with the service provided by AWP P&C SA following a claim under her home emergency cover. What happened In March 2020 Ms K contacted AWP because she was having problems with her boiler not heating. AWP arranged for an engineer to attend to the... (3 pages)View decision -
Decision Reference DRN7591477
1 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency policy when her heating stopped working properly.background When Mrs T’s boiler was cutting out and some of her radiators stopped working, British Gas’ service team... (3 pages)View decision -
Decision Reference DRN7545339
23 Sep 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D complains that Royal & Sun Alliance Insurance Plc (RSA) provided poor service when he claimed under his home emergency cover after his central heating boiler stopped working.backgroundMr D has a type of home emergency cover that is meant to provide some assistance in a number of d... (2 pages)View decision -
Decision Reference DRN9647322
20 Feb 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs A’s complaint is about the handling of a home emergency insurance policy with Inter Partner Assistance SA (“IPA”).backgroundMrs A made a claim under the policy on 5 March 2018. IPA arranged for a contractor to attend. He said the main heat exchanger was faulty ... (4 pages)View decision -
Decision Reference DRN-2335840
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2335840 The complaint Mr O complains that he was mis-sold an insurance policy for his boiler and central heating system by British Gas Services Limited (‘BGS’). What happened Mr O had a HomeCare Two policy with BGS which he’d renewed for a couple of years and previously made a claim on... (3 pages)View decision -
Decision Reference DRN-2475442
10 Feb 2021 Amtrust Europe Limited Not upheldInsuranceDRN-2475442 The complaint Mrs N complains that Amtrust Europe Limited gave poor service in connection with a home emergency insurance policy. What happened The Financial Ombudsman Service deals with a consumer complaint against one insurance company or other regulated financial firm at a t... (3 pages)View decision -
Decision Reference DRN-5321748
25 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5321748 The complaint Mrs C complains about Accredited Insurance (Europe) Limited (‘AIEL’)’s handling of a claim on her home emergency insurance. Mrs C’s policy was sold and is administered by a third party company on AIEL’s behalf and all her correspondence has been with this compa... (3 pages)View decision