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-3119420
8 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3119420 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays to repairs to his central heating system. He feels that he was discriminated against and abused during engineer visits. What happened Mr S held cover with British Gas which insured his c... (3 pages)View decision -
Decision Reference DRN6543060
9 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)The complaint relates to the service provided by British Gas Insurance Limited in relation toa ‘Homecare’ central heating insurance policy.backgroundI issued a provisional decision in this matter in June 2015, an extract from which is copied below: “Mr B has held ... (5 pages)View decision -
Decision Reference DRN3787328
28 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy.backgroundMr G had British Gas insurance for (among other things) his central heating boiler. The insurance covered an annual service and repairs – subject... (4 pages)View decision -
Decision Reference DRN-4242631
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4242631 The complaint Mr and Ms M complain that British Gas Insurance Limited repeatedly failed to accurately diagnosis a problem with their boiler under their HomeCare policy. What happened Mr and Ms M hold a HomeCare policy with British Gas for their rental property. In June 2022, ... (3 pages)View decision -
Decision Reference DRN-4040714
24 Mar 2023 Domestic & General Insurance Plc Not upheldInsuranceDRN-4040714 The complaint Mr H has complained that Domestic & General Insurance Plc (D&G) unfairly dealt with a claim under his home emergency policy. What happened Mr H contacted D&G to repair his boiler. D&G sent an engineer, who checked the system. He found a blockage wi... (3 pages)View decision -
Decision Reference DRN6479899
7 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr A complains about poor performance by British Gas Services Limited (“BGS”) over a number of years in the service it provided under his home emergency insurance policy.backgroundMr A had a gas fire, boiler and central heating system installed in 2001. Ever since th... (3 pages)View decision -
Decision Reference DRN4964627
2 Sep 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Miss F has complained about the way Inter Partner Assistance SA (IPA) dealt with a claim she made on her home emergency policy. All references to IPA include its agents. backgroundMiss F made a claim to IPA because her boiler had broken down. An IPA engineer went ... (2 pages)View decision -
Decision Reference DRN-3180371
24 Nov 2021 British Gas Insurance Limited UpheldInsuranceDRN-3180371 The complaint Mr H complains that British Gas Insurance Limited (British Gas) have not provided him with a boiler service under the terms of his policy and have repeatedly cancelled appointments. What happened Mr H holds a heating and boiler insurance policy with British Gas to... (3 pages)View decision -
Decision Reference DRN0229121
29 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S and Mr Y complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMr S and Mr Y complained to BG about this matter. And, being unhappy with its response, they complained to this service.... (4 pages)View decision -
Decision Reference DRN2794203
23 Jan 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs S complained to BG about this matter. BG offered to pay her £180 compensation for the trouble and upset she’d experienced.Mrs S was ... (4 pages)View decision