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-4175142
6 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4175142 The complaint Mr M complains about the service he received from British Gas Insurance Limited after his boiler developed a fault. What happened Mr M held a Homecare agreement with British Gas. The policy that is relevant to this complaint commenced on 9 January 2022 although Mr... (4 pages)View decision -
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 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 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-3613972
18 Aug 2022 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3613972 The complaint Mr B’s complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t deal properly with a claim he made on his home emergency policy when his boiler stopped working. What happened In spring 2022 Mr B’s boiler stopped working. His policy with Admiral in... (3 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 DRN9426108
30 Sep 2020 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr C’s complaint is about the handling of a claim under a central heating insurance policy with Aviva Insurance Limited. Aviva uses agents to handle claims and complaints on its behalf. Any reference to Aviva in this decision should be read as including anything said and done by those agen... (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