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-4437290
28 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4437290 The complaint Mr R and Dr W have complained about the service provided by British Gas Insurance Limited in relation to a claim made under their home emergency insurance policy. What happened Dr W held a boiler and central heating insurance policy with British Gas since December... (12 pages)View decision -
Decision Reference DRN6697558
20 Jan 2016 Amtrust International Underwriters Ltd Not upheldInsurance (excluding PPI)Mr T is unhappy with the handling of his claim under a home emergency insurance policyprovided by Amtrust International Underwriters Ltd.backgroundI issued a provisional decision on this matter in November 2015, part of which is copied below:“Mr T made a claim under h... (3 pages)View decision -
Decision Reference DRN4662619
19 May 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs S complains because Royal & Sun Alliance Insurance Plc (‘RSA’) hasn’t dealt with a claim under her home emergency insurance policy. backgroundMrs S made a claim under her insurance policy with RSA because her boiler broke down.RSA sent an engineer to look at t... (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 DRN-3705606
22 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3705606 The complaint Mr I’s complained about the way British Gas Insurance Limited (“British Gas”) dealt with him when he claimed under his policy for boiler breakdowns. What happened Mr I had had a HomeCare policy with British Gas for several years when his boiler stopped working tow... (3 pages)View decision -
Decision Reference DRN-4884645
17 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4884645 The complaint Mr C complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr C’s boiler broke down and was declared beyond economical repair. He says Aviva attended a... (3 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 DRN-3137635
24 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3137635 The complaint Mr E complains about British Gas Insurance Limited (BG), regarding safety issues with his boiler, under his home emergency policy. What happened Mr E had a boiler that was around 25 years old, that hadn’t been installed by BG. He also held a home emergency policy ... (3 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