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 DRN2020924
1 Jun 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr F complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.background Mr F reported a problem with his central heating. British Gas attended and said parts were needed. It attended again the next day and said... (2 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN4699006
9 Nov 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited is responsible for poor service under her home emergency insurance policy. background Mrs T had a British Gas Home Care policy that covered repairs to her boiler, controls and central heating and hot water system. She was paying an annual ... (4 pages)View decision -
Decision Reference DRN-3260912
19 Jan 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3260912 The complaint Mr M complains that Inter Partner Assistance SA declined his claim to refund the costs incurred in repairing his boiler under his home emergency policy. What happened In February 2021 Mr M contacted Inter as his central heating wasn’t working although the boiler w... (4 pages)View decision -
Decision Reference DRN-2446473
19 Jan 2021 British Gas Insurance Limited UpheldInsuranceDRN-2446473 The complaint Mr M complains that British Gas Insurance Limited (BG) misdiagnosed issues with his boiler which resulted in him carrying out unnecessary work, under his home emergency policy. What happened Mr M contacted BG as he was experiencing problems with his boiler. BG sen... (3 pages)View decision -
Decision Reference DRN7410297
24 May 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs T have raised a complaint as they are unhappy that British Gas Insurance Limited did not phone them to arrange for an annual boiler service visit. As a result, an annual visit did not take place. Mr and Mrs T feel this contributed to the rust damage cause... (2 pages)View decision -
Decision Reference DRN-2704591
7 Apr 2021 Swinton Group Ltd Not upheldInsuranceDRN-2704591 The complaint Ms W complains about Swinton Group Ltd (Swinton) who didn’t offer a contribution towards the cost of her replacement boiler, that was deemed beyond economical repair under her home emergency policy. What happened Ms W’s boiler broke down and she contacted Swinton ... (2 pages)View decision -
Decision Reference DRN8239218
28 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his home care insurance policy.backgroundMr S bought British Gas insurance for his central heating boiler. British Gas didn’t identify it as a boiler that it couldn’t cover. After it broke down, British Gas woul... (2 pages)View decision -
Decision Reference DRN-4759537
12 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4759537 The complaint Mr B has complained that British Gas Services Limited (BG), when servicing his boiler, increased the operating temperature and as a consequence Mr B was caused extra costs. What happened Mr B has explained that when BG’s engineers carried out annual services on hi... (2 pages)View decision -
Decision Reference DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 pages)View decision