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 4078 results
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Decision Reference DRN-3795783
9 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3795783 The complaint Mr B complains that British Gas Insurance Limited (“British Gas”) has treated him unfairly following a claim made under his HomeCare range insurance policy. Any reference to Mr B or British Gas includes respective agents or representatives. What happened The backg... (3 pages)View decision -
Decision Reference DRN1232905
12 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the service provided to him by British Gas Insurance Limited (British Gas), under his ‘HomeCare two’ policy. He feels British Gas damaged his boiler and caused an escape of water at his home.background Mr H has explained that he contacted British... (3 pages)View decision -
Decision Reference DRN0759821
19 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited mishandled his home emergency insurance policy.backgroundWhere I refer to British Gas, I refer to the insurance company of that name and I include engineers and others for whose actions I hold that company responsibl... (5 pages)View decision -
Decision Reference DRN0195759
1 Feb 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr N complains about a boiler he bought using a loan from Clydesdale Financial Services Limited trading as Barclays Partner Finance (Barclays). He says the boiler has broken down numerous times and been repaired under warranty. He doesn’t think the boiler supplied w... (3 pages)View decision -
Decision Reference DRN3868124
19 Dec 2019 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Miss B’s complaint is about the service provided by Domestic & General Insurance Plc (“D & G”) in relation to a central heating insurance policy. background Miss B held a central heating insurance policy with D & G, since 2002, which included an annual service of the boiler. Du... (2 pages)View decision -
Decision Reference DRN-2564846
8 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2564846 The complaint Mr and Mrs V complain about the way British Gas Insurance Limited handled a claim they made on their home emergency insurance policy. What happened Mr and Mrs V’s boiler was around 17 years old. In late November 2019, they called British Gas to make a claim, as th... (4 pages)View decision -
Decision Reference DRN6776253
12 Nov 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss L complains that, when she had problems with her boiler, British Gas Insurance Limited advised her to buy a new one. She then found that the problems were due to an electrical fault. She says if this had been diagnosed correctly, she wouldn’t have needed to buy... (2 pages)View decision -
Decision Reference DRN-4497868
2 Jan 2024 HDI Global Specialty SE UpheldInsuranceDRN-4497868 The complaint Mr and Mrs D complain about HDI Global Speciality SE’s (HDI) poor handling and failed repair of their boiler, under their home emergency policy. What happened Mr and Mrs D held a policy with HDI that covered amongst other things, boiler breakdowns. An issue develo... (3 pages)View decision -
Decision Reference DRN-1949016
4 Sep 2020 British Gas Insurance Limited UpheldInsuranceDRN-1949016The complaintMr B has complained that British Gas Insurance Limited (BG) advised him that his boiler needed to be replaced when it was in fact capable of being repaired. What happenedMr B had a Homecare policy with BG for many years covering a rental property. At a routine gas s... (2 pages)View decision -
Decision Reference DRN3445133
20 Apr 2021 A Shade Greener (Boilers) Llp UpheldBanking and creditMr and Mrs B complain about A Shade Greener (Boilers) LLP’s decision to treat their conditional sale agreement with it as terminated and demand a final payment. background I set out the background to Mr and Mrs B’s complaint in my first decision which was a provisional decision. But to hel... (4 pages)View decision