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 4080 results
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Decision Reference DRN-3437202
3 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3437202 The complaint Mr H is unhappy with the service he has received from British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr H took out a home emergency policy with British Gas in November 2020, which included an annual boiler service. Mr H ... (3 pages)View decision -
Decision Reference DRN2915684
10 Jan 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr C is unhappy with the handling of a claim under his home emergency insurance policy with Admiral Insurance Company Limited.Admiral uses agents to deal with claims on its behalf. It’s these agents that Mr C was in contact with in relation to his claim. Any refere... (3 pages)View decision -
Decision Reference DRN9873641
16 Jul 2014 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr D complains that Acromas Insurance Company Limited (“AICL”) failed to attend an emergency when he experienced a fault with his boiler. Mr D requests adequate compensation for the distress and inconvenience caused by failing to attend his emergency.backgroundMr D contacted AICL as he... (3 pages)View decision -
Decision Reference DRN-4011860
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4011860 The complaint Mr W and Mrs W complain that British Gas Insurance Limited (British Gas) provided poor service as they cancelled several service appointments at a time when they had issues with their boiler, and then charged her two excess payments for the repair that was underta... (3 pages)View decision -
Decision Reference DRN2556020
11 Jun 2018 PCJ Limited Not upheldInsurance (excluding PPI)Mrs T has complained through her representative that PCJ Limited mis-sold her a home emergency policy and didn’t later allow her to cancel it. Mrs T also says that PCJ Limited unfairly set up a Continuous Payment Authority (“CPA”) for her to pay the monthly premiums for ... (3 pages)View decision -
Decision Reference DRN9560515
7 Sep 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr F’s not happy with the level of service he has received from British Gas Services Limited under his HomeCare agreement.backgroundMr F told British Gas, among other things, he wasn’t happy that three boiler services hadn’t been carried out under one of his agreemen... (2 pages)View decision -
Decision Reference DRN3165064
21 May 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P, who have a Homecare policy with British Gas Insurance Ltd (BG), complain BG refused to carry out repairs on their boiler, leaving them without central heating or hot water for many months. They also complain a BG engineer was rude and intimidating, and an agreed upgrade to th... (6 pages)View decision -
Decision Reference DRN-4870240
24 Jun 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4870240 The complaint Mr P has complained about Accredited Insurance (Europe) Ltd’s decline of a claim under the home emergency section of his home insurance policy. What happened On 23 October 2023, Mr P contacted Accredited, as he was not getting any hot water. A contractor attended... (4 pages)View decision -
Decision Reference DRN8675650
18 Feb 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about the service provided under a boiler insurance policy with British Gas Insurance Limited.background Mr H took out the policy with British Gas in April 2018. As part of the cover British Gas carries out a first visit and inspection of the boiler. It did this on 17 A... (3 pages)View decision -
Decision Reference DRN-2150634
9 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-2150634The complaintMr K complains that British Gas Insurance Limited is responsible for poor service in connection with a home emergency insurance policy. What happenedWhere I refer to British Gas, I refer to the insurance company of that name and I include other companies and individ... (4 pages)View decision