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-5837380
21 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837380 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim he made under his HomeServe home emergency policy. References to Aviva include its authorised agents. What happened The details of what happened are well known to both parties. I will summa... (2 pages)View decision -
Decision Reference DRN-4216549
21 Jul 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4216549 The complaint Ms O complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline her claim under her home emergency insurance. What happened Ms O says her heating and hot water stopped working so she called RSA to claim under her policy. Ms O says RSA... (2 pages)View decision -
Decision Reference DRN0464151
13 Jun 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr and Mrs L complain about Amtrust International Underwriters Ltd’s handling of their home emergency insurance claim for a faulty boiler.backgroundMr and Mrs L had a home emergency insurance policy, underwritten by Amtrust. The policy was provided in connection with Mr and Mrs L’s ban... (5 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 DRN-3519872
24 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3519872 The complaint Mr D is unhappy with the service provided by British Gas Insurance Limited (BG) during and after his annual boiler service. What happened Mr D had HomeCare Two insurance with BG for his boiler, control and central heating. The cover included an annual boiler servi... (3 pages)View decision -
Decision Reference DRN4136669
29 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited mis-sold her policy to her, because it did not carry out annual service inspections to an adequate standard. In addition, Mrs L is unhappy with British Gas’ investigation into her complaint. backgroundIn September 2013, a British Gas ... (3 pages)View decision -
Decision Reference DRN2510253
19 Jul 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr M complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr M cancelled his policy with BG on 29 December 2016 and he took out home emergency cover with another insurer on 6 January 2017.On 10 Jan... (3 pages)View decision -
Decision Reference DRN4907077
11 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs H complains that British Gas Insurance Limited will not reimburse her costs following a claim she made under her HomeCare insurance policy for a problem with her boiler. Mrs H is represented in this complaint by a family member, Mr H.backgroundOn 31 January 2013, Mr H contacted Bri... (2 pages)View decision -
Decision Reference DRN4342631
22 Oct 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr H complains that Acromas Insurance Company Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundThe Financial Ombudsman Service deals with a complaint against one insurer or other regulated financial firm at a time. Where a consumer brin... (5 pages)View decision -
Decision Reference DRN-3949185
24 Feb 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3949185 The complaint Mr S complains that Aviva Insurance Limited (Aviva) unfairly removed cover for his boiler and hot water cylinder from his home emergency policy. What happened Mr S took out a home emergency policy with Aviva. This provided cover for: his boiler and heating system;... (2 pages)View decision