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-4937012
25 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4937012 The complaint Mr and Mrs G are unhappy that Santander UK Plc declined to raise a chargeback. What happened In June 2022 Mr and Mrs G purchased a boiler, which came with a 12-year annual service plan. They paid £2,290 using their Santander debit card. The first service was du... (2 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 DRN3594231
23 Jul 2019 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Royal & Sun Alliance Insurance plc is responsible for poor service in connection with a home emergency insurance policy.backgroundMr and Mrs S had a home emergency policy branded with the name of a bank. RSA was the insurer responsible for dealing with claims... (4 pages)View decision -
Decision Reference DRN8804822
20 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains about the service she received from British Gas Insurance Limited under her home care policy.backgroundMs C’s boiler was making a noise. So British Gas sent out an engineer to investigate. Ms C said the engineer advised that the boiler needed to be rep... (2 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 -
Decision Reference DRN-5689012
21 Nov 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5689012 The complaint Mr K complained about the way Creation Financial Services Limited responded to a claim for money back for purchases of goods and services he made using his credit card. What happened Mr K said he bought a boiler including installation for around £2,980 in May ... (3 pages)View decision -
Decision Reference DRN-4265294
5 Sep 2023 Great Lakes Insurance SE Not upheldInsuranceDRN-4265294 The complaint Mr B complains that he needed to replace his boiler after Great Lakes Insurance SE (GLI) carried out work on it. Although Mr B was not the policy holder, he was a direct beneficiary of the group home emergency policy underwritten by GLI. Therefore, his complaint a... (2 pages)View decision -
Decision Reference DRN4437693
27 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that:1.a gas central heating boiler maintained by British Gas Insurance Limited (“BGI”) under a home emergency insurance policy is faulty so that he is without heating and hot water; and2.a smart gas meter which was fitted without his consent caused hi... (2 pages)View decision -
Decision Reference DRN-3446908
23 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3446908 The complaint Mr H is unhappy with how Inter Partner Assistance SA (IPA) has dealt with his claim made under his home emergency insurance policy. What happened The background to this case is well known to both parties and has been summarised by our investigator in her view of t... (4 pages)View decision