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 4027 results
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Decision Reference DRN7989353
19 Aug 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss F complains about the service provided by British Gas Insurance Limited under her Home Care insurance policy. background Miss F’s boiler was serviced on 7 January 2013 by British Gas. The engineer placed an “at risk” notice on the boiler following the service. He explained that the... (2 pages)View decision -
Decision Reference DRN-4713360
24 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4713360 The complaint Mr P complains that British Gas Insurance Limited has unfairly refused to replace his boiler under his HomeCare insurance policy. What happened Mr P tells us that he’s reported issues with his boiler to British Gas since March 2020. As they’ve been unable to repai... (3 pages)View decision -
Decision Reference DRN1018502
6 Nov 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)1 complaintMr J’s complaint relates to the damage caused to his boiler by an engineer appointed by Amtrust International Underwriters Ltd. Mr J believes this damage caused his boiler to need replacing and left him for ten days in total without heating and hot water. The circumstanc... (4 pages)View decision -
Decision Reference DRN-3214512
20 Dec 2021 Amtrust Europe Limited Not upheldInsuranceDRN-3214512 The complaint Miss M complains about Amtrust Europe Limited and the way they handled her insurance claim after she discovered a fault with her boiler. What happened Miss M’s boiler was insured on a policy underwritten by Amtrust for several years. In December 2020, Miss M made ... (3 pages)View decision -
Decision Reference DRN-2379320
6 Jan 2021 U K Insurance Limited Not upheldInsuranceDRN-2379320 The complaint Mrs and Mr U complain about U K Insurance Limited’s handling of a home insurance claim and about the claim being declined. What happened Mrs and Mr U have a home insurance policy underwritten by UKI, which covers home emergencies amongst other things. Mr U contact... (3 pages)View decision -
Decision Reference DRN7849878
25 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that British Gas Insurance Limited (British Gas) poorly handled a claim she made under her home care insurance policy.backgroundIn April 2019 Ms W contacted British Gas to repair her boiler. She said an engineer attended and diagnosed the problem – an issue with the fan and ... (3 pages)View decision -
Decision Reference DRN-3266382
18 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3266382 The complaint Mr A has complained about the service he received from British Gas Insurance Limited (BG) under his HomeCare policy when he had a problem with low water pressure in his heating system. What happened In 2008 Mr A had a new boiler installed. He says that from around... (3 pages)View decision -
Decision Reference DRN1578340
24 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about the poor service he received from British Gas Insurance Limited under his Homecare insurance policy.BackgroundMr H has had an insurance policy for the care of his boiler with British Gas since 2005. He believes that British Gas hasn’t met its oblig... (2 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN7255560
10 Oct 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited continued to charge her for cover when her boiler was decommissioned.backgroundMrs B held a Homecare 400 policy with British Gas, which covered her boiler and central heating system, amongst other things. In February 2011 she made a cla... (2 pages)View decision