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 DRN0876646
1 Jun 2016 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr P is unhappy at the service he’s received from British Gas Services Limited under his home emergency insurance.backgroundIn January 2009 Mr P arranged with British Gas to have a new boiler and radiators fitted in his home. Mr P also took out a Homecare policy to co... (2 pages)View decision -
Decision Reference DRN2645936
12 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“BGI”) only told tenants at two of his properties about defects it found in his heating systems, and didn’t notify him directly. When the defects later caused damage to a heating system, BGI wouldn’t repair this under... (2 pages)View decision -
Decision Reference DRN1451805
4 Nov 2015 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr A complains that Inter Partner Assistance S.A. gave him poor service under a home assistance insurance policy.backgroundMr A is the landlord of a residential property. He went online and paid about £250 for a year’s cover. It was for the property’s central heating... (2 pages)View decision -
Decision Reference DRN-3157647
20 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3157647 The complaint Mr and Mrs B complain about British Gas Insurance Limited’s handling of a claim under their home emergency policy. For ease of reading I will refer to Mr B in my decision. What happened Mr B has had a home emergency policy with British Gas for many years. He says ... (3 pages)View decision -
Decision Reference DRN1479222
20 Nov 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr F has complained about the way U K Insurance Limited (UKI) dealt with a claim he made on his home emergency policy. He says he’s been left out of pocket as a result. All references to UKI include its agents. backgroundMr F made a claim to UKI because his boiler... (3 pages)View decision -
Decision Reference DRN8506406
21 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs H is unhappy with the level of compensation British Gas Insurance Limited has offered after a gas leak in her home.backgroundOn 6 December 2017 British Gas attended Mrs H’s property to carry out an annual service on her boiler. During this visit it was reported... (2 pages)View decision -
Decision Reference DRN-2843305
15 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-2843305 The complaint Mx A has complained that British Gas Insurance Limited (British Gas) mis-sold them a home emergency policy. What happened Mx A switched energy providers to British Gas through a collective bargaining scheme. As part of the energy tariff, it included 12 months cove... (3 pages)View decision -
Decision Reference DRN-3139964
7 Dec 2021 British Gas Insurance Limited UpheldInsuranceDRN-3139964 The complaint Ms S complaints that British Gas Insurance Limited (“British Gas”)– the insurer of her home emergency insurance – hadn’t carried out an annual service on her boiler for 28 months. What happened Ms S has “HomeCare Two – Boiler, controls and central heating cover in... (6 pages)View decision -
Decision Reference DRN-3875565
5 Jan 2023 Accelerant Insurance Europe SA/NV Not upheldInsuranceDRN-3875565 The complaint Mrs J complains that Accelerant Insurance Europe SA/NV have declined her claim for damage caused to her static caravan due to an escape of water. What happened Mrs J held a holiday home insurance policy for her static caravan with Accelerant. On 6 February 2022 M... (3 pages)View decision -
Decision Reference DRN-5982848
24 Feb 2026 Protector Insurance UK Not upheldInsuranceDRN-5982848 The complaint Ms U complains that Protector Insurance UK (‘Protector’) unfairly declined an escape of water claim she made. What happened Ms U is a leaseholder of a flat insured under a buildings insurance policy underwritten by Protector. The freeholder of the block and po... (3 pages)View decision