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 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 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 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 DRN-4916389
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4916389 The complaint Mr B is unhappy with the service he received from British Gas Insurance Limited under his HomeCare agreement. What happened Mr B’s policy with British Gas includes an annual service of his boiler. Mr B had arranged an appointment for his service to take place o... (3 pages)View decision -
Decision Reference DRN-2474194
29 Jan 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2474194 The complaint Mr R has complained that Royal & Sun Alliance Insurance plc (RSA) wouldn’t cover a repair under his home emergency insurance policy and that work it had previously done hadn’t been done properly. What happened The background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-3288565
1 Feb 2022 Eunisure Limited UpheldInsuranceDRN-3288565 The complaint Mr M complains that AFH Independent Financial Services Limited (AFH) mis-sold a home emergency policy and that an exclusion clause, wasn’t made clear. What happened Mr M bought his home insurance in February 2021. The policy had an ‘add-on’ home emergency cover wh... (3 pages)View decision -
Decision Reference DRN-2981067
28 Sep 2021 Honeycomb Finance Limited UpheldConsumer CreditDRN-2981067 The complaint Mrs M complains that a central heating and boiler installation was not carried out to a satisfactory standard. Because the supply and installation were financed by Honeycomb Finance Limited, she says it is liable to make good the work or to pay for remedial work. ... (3 pages)View decision -
Decision Reference DRN2097266
5 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs K reported a problem with her heating boiler. BG attended and it took a week and four appointments before the boiler was fixed.Mrs K co... (2 pages)View decision -
Decision Reference DRN5080299
28 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited didn’t perform an annual boiler service and safety check under his service agreement, which led to his boiler becoming condemned. backgroundMr C is a landlord and holds a “HomeCare One” policy with British Gas, which provides insurance cov... (4 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