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
-
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 DRN-2912955
30 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2912955 The complaint Mr M complained that he received incorrect advice under his home emergency policy with British Gas Insurance Limited (“British Gas”) which resulted in him being unnecessarily pressurised into purchasing a new boiler. What happened Mr M had his boiler serviced by B... (3 pages)View decision -
Decision Reference DRN2847018
25 Aug 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs C complains that British Gas Insurance Limited (“British Gas”) gave poor service under a landlord’s home care insurance policy.backgroundMrs C bought a small studio flat heated by a gas boiler which was about 16 years old. She took out a policy with British Gas – wh... (2 pages)View decision -
Decision Reference DRN1236330
1 Mar 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs P complains damage was caused to her meter box, by British Gas Service Limited (British Gas). backgroundMrs P’s insurance policy includes cover for annual services to her boiler. On 9 February 2017 a British Gas engineer attended her property and completed an annua... (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 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-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 DRN-1318288
30 Jul 2020 Inter Partner Assistance SA Not upheldInsuranceDRN-1318288 The complaintMr S has complained that Inter Partner Assistance SA (‘IPA’) has refused to cover the full cost of repairing his boiler under a home emergency insurance policy. What happenedMr S has a home emergency insurance policy. In February 2019 his boiler stopped working, s... (3 pages)View decision -
Decision Reference DRN-2168848
11 Sep 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2168848The complaintMr S is unhappy with the way in which Inter Partner Assistance SA (IPA) dealt with his homeemergency claim following a breakdown of his boiler.What happenedIn December 2019, Mr S’ boiler broke down and he was without heating and hot water. IPAsent an engineer to his... (3 pages)View decision -
Decision Reference DRN-2484260
18 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2484260 The complaint Mr and Mrs M complain that British Gas Insurance Limited (BG) has unfairly declined their claim under their home emergency policy. What happened Mr and Mrs M rent out a property. The tenants contacted BG as they complained that they had no heating and hot water. T... (3 pages)View decision