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 4034 results
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Decision Reference DRN-4420074
27 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4420074 The complaint Miss K and Mr S complain about how British Gas Insurance Limited handled their claim on their home emergency policy. What happened Miss K and Mr S had a home emergency policy with British Gas. In March 2022 they had a problem with their boiler and made a claim. Br... (4 pages)View decision -
Decision Reference DRN-4949776
30 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4949776 The complaint Mr K complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim made under his landlord home insurance policy. What happened Mr K held a Simple Landlord Home Emergency Insurance policy with RSA. He made a claim under the policy i... (3 pages)View decision -
Decision Reference DRN6479122
11 Feb 2015 British Gas New Heating Limited Not upheldBanking and creditMr B, as executor of the estate of the late Mr C, complains that British Gas New Heating Limited mis-sold a finance agreement to Mr C before his death. The finance was to pay for the provision and installation of a new boiler and heating system. backgroundIn September 2011, Mr C was v... (2 pages)View decision -
Decision Reference DRN6373893
21 Dec 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance plc (“RSA”) mishandled his claim on a home emergency policy.backgroundThe policy was branded with the name of another company. But RSA was the insurer responsible for dealing with claims. Where I refer to the ins... (2 pages)View decision -
Decision Reference DRN-3588582
3 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3588582 The complaint Mr W complains that British Gas Insurance Limited gave poor service in connection with a home emergency insurance policy. Where I refer to British Gas, I refer to the above-named insurance company and I include employees, contractors and others insofar as I hold B... (4 pages)View decision -
Decision Reference DRN2286537
18 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms G complains that British Gas Insurance Limited acted unfairly and unreasonably in the service it provided when her boiler leaked, and in refusing to accept liability for the damage caused. She wants compensation.backgroundMs G had a repair homecare agreement with Bri... (3 pages)View decision -
Decision Reference DRN-3862153
17 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3862153 The complaint Mr & Mrs H are unhappy that British Gas Insurance Limited hadn’t complied with legal requirements regarding the electrics linked to their boiler and that British Gas serviced the equipment for several years and never resolved the problem, leaving them in dange... (3 pages)View decision -
Decision Reference DRN-1067149
6 Aug 2020 Society of Lloyd's UpheldInsuranceDRN-1067149The complaintMr and Mrs J complain that the Society of Lloyds rejected their claim in respect of damaged kitchen units in their static caravan under their home insurance policy. What happenedMr and Mrs J own a static caravan located on a site which closes over the winter months.... (3 pages)View decision -
Decision Reference DRN-3457931
31 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3457931 The complaint Ms B complains that British Gas Insurance Limited mishandled her HomeCare home emergency insurance policy. Where I refer to British Gas, I refer to the insurance company of that name and I include engineers and others insofar as I hold that company responsible for... (3 pages)View decision -
Decision Reference DRN9037457
21 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains British Gas Insurance Limited didn’t make it clear his policy would no longer cover problems to do with his heating system circulating water.backgroundMr H contacted British Gas in January 2017 after noticing water leaking from a radiator. A British Gas ... (3 pages)View decision