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 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 DRN-3062869
22 Sep 2021 Aviva Insurance Limited UpheldInsuranceDRN-3062869 The complaint Mr B complains about the poor service and delays caused by Aviva Insurance Limited when he needed to make a claim under his home emergency policy. What happened Mr B had an existing home emergency policy with Aviva which covered an annual boiler service, and any p... (4 pages)View decision -
Decision Reference DRN8140994
2 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms N complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Ms N complained that a British Gas engineer damaged her boiler. The investigator recommended that the complaint should be upheld in part. He thought t... (2 pages)View decision -
Decision Reference DRN8211029
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the level of service received from British Gas Insurance Limited duringan annual service carried out in February 2013. Mr H believes that damage was caused tohis central heating system as a result of British Gas’ negligence.backgroundI issued my ... (7 pages)View decision -
Decision Reference DRN-2311793
11 Nov 2020 Aviva Insurance Limited Not upheldInsuranceDRN-2311793 The complaint Mrs O complains Aviva Insurance Limited’s handling of her claim under her boiler cover policy. The details of this complaint are well known to both parties, so I won’t repeat them here. Instead I’ll focus on giving my reasons for my decision. All references to Avi... (2 pages)View decision -
Decision Reference DRN-5703145
25 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5703145 The complaint Mr and Mrs A complain that AWP P&C S.A. (AWP) has unfairly handled a claim made on their home emergency policy. Mr and Mrs A complain that AWP caused avoidable delays and failed to complete a repair to their boiler in a timely manner. This resulted with the... (4 pages)View decision -
Decision Reference DRN0411273
19 Jul 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Ms P complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMs P had insurance for her central heating boiler. Aviva was the insurer responsible for dealing with claims. Where I refer to Aviva or the in... (2 pages)View decision