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
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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-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 DRN5783949
24 Oct 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy about the installation cost of a new boiler under her home emergency policy provided by Aviva Insurance Limited. Although other parties have been involved in providing the policy service I’ll refer to Aviva throughout the decision.backgroundMrs G made ... (2 pages)View decision -
Decision Reference DRN2638575
9 Apr 2020 Astrenska Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that Astrenska Insurance Limited is responsible for damage in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with complaints against insurance companies and other regulated financial firms. Where we receive a complaint about... (5 pages)View decision -
Decision Reference DRN-2544399
27 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544399 The complaint Mr G is unhappy that British Gas Insurance Limited (BG) delayed attending appointments for a boiler service and fault. What happened Mr G had HomeCare Two home emergency insurance, including an annual boiler service, with BG. He booked an appointment for his annua... (4 pages)View decision -
Decision Reference DRN-5842001
28 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5842001 The complaint Mr and Mrs W complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened Mr and Mrs W had British Gas home emergency cover. The policy included a... (5 pages)View decision -
Decision Reference DRN2205122
1 Sep 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs H says that Liverpool Victoria Insurance Company Limited (LV) mishandled a claim under a home emergency insurance policy.backgroundMrs H has home emergency cover as part of her home insurance policy with LV. In August 2015 Mrs H contacted LV as her boiler wasn’t wor... (2 pages)View decision -
Decision Reference DRN0581761
5 Jul 2016 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr S complains about the service he received from Inter Partner Assistance SA (IPA) under his home emergency insurance policy.backgroundMr S has a home emergency insurance policy through a bank account. It’s underwritten by IPA. In January 2016 Mr S contacted IPA as ... (2 pages)View decision -
Decision Reference DRN0718642
1 Aug 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr G has complained that Inter Partner Assistance SA refused to provide cover for a claim he made under his home emergency policy. backgroundI issued a provisional decision on this complaint in June this year. An extract from that decision follows:“Mr G’s boiler and ... (5 pages)View decision -
Decision Reference DRN5874180
9 Jan 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr D says the information Aviva Insurance Limited provided about his home emergency policy wasn’t clear or fair and that it was misleading.backgroundMr D bought his home emergency cover online. The policy was initiated in July 2018 and it covered plumbing, heating and... (2 pages)View decision