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 DRN1561982
10 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that British Gas Insurance Limited mis-sold her a boiler protection policy. She feels that she would never have been able to claim on the policy that she has, and so the policy was unsuitable.backgroundMiss C has held a boiler protection and maintenan... (2 pages)View decision -
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 DRN9519558
30 Jun 2015 esure Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about esure Insurance Limited’s decision to decline his accidental damage claim. backgroundMr W made a claim to esure under his contents insurance policy when he found that some things in his loft had become really damp. At first he thought there must be a ... (2 pages)View decision -
Decision Reference DRN-3160124
19 May 2022 Inter Partner Assistance SA Not upheldInsuranceDRN-3160124 The complaint Ms W complains that following a claim made under her home emergency policy, an engineer sent by Inter Partner Assistance SA (“IPA”) caused further damage to her boiler. What happened Ms W contacted IPA In February 2021 to report that her boiler was leaking. A cont... (2 pages)View decision -
Decision Reference DRN-2541679
22 Feb 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2541679 The complaint Mrs M complains that Royal & Sun Alliance plc (RSA) is responsible for 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 regu... (3 pages)View decision -
Decision Reference DRN3169166
9 Dec 2015 UK General Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that UK General Insurance Limited (“UKG”) mishandled a claim he made under his home emergency insurance policy, with the result that he had to install a new central heating boiler.backgroundMr P owned a residential property which was rented to a tenant. In... (2 pages)View decision -
Decision Reference DRN-5957330
20 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957330 The complaint Mr A complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) didn’t allow him to reject a boiler financed through a loan, which he says is faulty. What happened The background to this complaint is well known to both parties, so I w... (5 pages)View decision -
Decision Reference DRN-4543125
5 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4543125 The complaint Mr S has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. What happened Mr S had a boiler problem at a rental property he owned. RSA sent an engineer, who carried out a repair. A few days later... (2 pages)View decision -
Decision Reference DRN-4115301
16 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4115301 The complaint Miss H complains that Aviva Insurance Limited failed to meet its obligations under her home assistance insurance policy. Miss H’s policy is administered by a third-party company on Aviva’s behalf and all her correspondence has been with this company. However, Aviv... (3 pages)View decision -
Decision Reference DRN7997621
14 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T says British Gas Insurance Limited didn’t carry out annual services on her boiler, told her she needed to replace the boiler and didn’t do a repair sooner. The background to Mrs T’s complaint and my provisional findings were set out in my provisional decision ... (3 pages)View decision