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 DRN8335397
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint against British Gas Insurance Limited is about the service he received after his boiler broke down. Mr A is represented by his son.backgroundMr A had a HomeCare policy with British Gas, which provided cover for his boiler and central heating system. Mr... (4 pages)View decision -
Decision Reference DRN-5393676
13 Mar 2025 British Gas Insurance Limited UpheldInsuranceDRN-5393676 The complaint Miss D has complained about the service provided by British Gas Insurance Limited under her boiler central heating insurance policy. What happened Miss D experienced problems with her boiler in late 2023. She duly reported the matter to British Gas as it insur... (6 pages)View decision -
Decision Reference DRN-1339309
8 Jan 2020 Aviva Insurance Limited UpheldInsuranceDRN-1339309 The complaintMrs P complains about Aviva Insurance Limited's handling of a claim under her Home Emergency Cover policy. What happenedMrs P had a Home Emergency Cover policy with Aviva which provided breakdown cover for her gas central heating. She bought the policy in Nove... (4 pages)View decision -
Decision Reference DRN0005783
2 Mar 2016 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr R complains about Great Lakes Reinsurance (UK) SE’s handling of his claim under a home emergency insurance policy.backgroundMr R made a claim on 15 December 2014, when his boiler broke down. Great Lakes attended the following day and told him that parts were needed (... (4 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 DRN5118736
11 May 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from U K Insurance Limited (UKI) when he made a home emergency claim. backgroundOn 3 March 2016 Mr D had a problem with his boiler and called UKI. It uses a large company to handle home emergency claims, which I’ll call M.... (3 pages)View decision -
Decision Reference DRN-4248790
1 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4248790 The complaint Mr W complains about the way QIC Europe Ltd handled a claim under his home emergency insurance policy. Where I refer to QIC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to thi... (4 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 DRN1319480
1 Oct 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss J complains about Inter Partner Assistance SA’s (“IPA’s”) handling of a claim for a leaking boiler under her home emergency insurance policy. background Miss J holds a home emergency insurance policy, underwritten by IPA. All references to IPA include its appointed administrative... (4 pages)View decision -
Decision Reference DRN-4468051
30 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4468051 The complaint Ms F complains that Creation Consumer Finance Ltd rejected her claim for compensation under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to a boiler replacement. What happened On 11 March 2022 Ms F entered into a regulated fixed sum loan ... (5 pages)View decision