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 DRN0752497
11 May 2018 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Ms J has complained about Acromas Insurance Company Limited. She wasn’t happy about the service it provided following claims under her home emergency policy.backgroundMs J had a number of problems with her central heating boiler over a number of years and had to call Ac... (2 pages)View decision -
Decision Reference DRN6664397
27 Mar 2017 AWP P&C SA UpheldInsurance (excluding PPI)Mr V is unhappy about how AWP P&C SA settled his claim for a broken boiler made on his emergency cover policy. backgroundMr V’s boiler broke and he called AWP. An engineer came out and three repairs were made with three replacement parts, one after each other. Whe... (2 pages)View decision -
Decision Reference DRN-2553790
1 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2553790 The complaint Mr J complains about Aviva Insurance Limited’s (Aviva) service he received when he made a claim under his home emergency policy. What happened Mr J made a claim with Aviva as his boiler had broken down. It sent an engineer who found that the boiler required severa... (3 pages)View decision -
Decision Reference DRN-3634737
17 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3634737 The complaint Mrs M complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under her HomeCare insurance policy. What happened Mrs M has held a HomeCare policy with British Gas for over 16 years. She says only British Gas engineers had maintained... (2 pages)View decision -
Decision Reference DRN3711330
27 Feb 2020 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Mrs M complains that Admiral Insurance (Gibraltar) Limited is responsible for poor service in connection with her boiler emergency insurance.backgroundWith effect from 11 November 2017 Mrs M had a home insurance policy. The policy covered home buildings and home contents. Mrs M didn’t have... (5 pages)View decision -
Decision Reference DRN-3062013
30 Sep 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-3062013 The complaint Miss B complains that Hitachi Capital (UK) Plc won’t replace a boiler which she says is faulty. What happened In 2019 Miss B bought a new boiler, which she paid for with a fixed sum loan from Hitachi. The boiler was provided by a third party, which sub-contracted ... (3 pages)View decision -
Decision Reference DRN1459991
9 Aug 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss S says that British Gas Insurance Limited mishandled a claim under a home emergency policy.backgroundMiss S has had a Homecare policy with British Gas for many years. This policy covers her boiler and central heating system. Miss S’s boiler is of some age and ... (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 DRN4414988
23 Jul 2020 One Insurance Limited UpheldInsurance (excluding PPI)Mr M complains that One Insurance Limited (OIL) has declined his claim to be reimbursedfor a repair to his boiler that OIL wouldn’t undertake under his home emergency policy.References to OIL include its agents and contractors.backgroundSince 4 January 2018, Mr M has had a home insurance p... (4 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