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 2168 results
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Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN6550044
13 Jul 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited (BG) caused damage to his property when its engineer removed a toilet from a wall to try to find the source of a leak.backgroundIn November 2017 Mr W heard the sound of water leaking from an upstairs room and saw ... (2 pages)View decision -
Decision Reference DRN-1617952
25 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1617952 The complaintMr and Mrs B are unhappy with the financial offer British Gas Services Limited (BG) made after its engineer broke their fireplace. What happenedMr and Mrs B had HomeCare One - boiler and controls cover including annual service with BG. The policy is in joint names ... (2 pages)View decision -
Decision Reference DRN-2416161
26 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2416161 The complaint Mr K complains that British Gas Insurance Limited (BG) reduced the cover under his home emergency policy but refused to reduce the premium to reflect this. What happened Mr K had a home emergency policy with BG covering his boiler, central heating, plumbing, drain... (2 pages)View decision -
Decision Reference DRN6768317
13 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited (BG) is not agreeing to undertake a repair under his home emergency insurance policy. He believes that the policy covers the repair.backgroundMr R contacted BG about a faulty switch for his shower. He was initially t... (2 pages)View decision -
Decision Reference DRN0413282
24 Mar 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains that he hasn’t received a satisfactory service from British Gas Insurance Limited (BG) under his annual service contract and that BG hasn’t satisfactorily addressed his concerns.backgroundSince July 2010 Mr K has had a contract with BG for the maintenance ... (2 pages)View decision -
Decision Reference DRN2208136
21 Apr 2015 British Gas New Heating Limited Not upheldBanking and creditMr H complains that British Gas New Heating Limited (“BGNHL”) told him that his loan agreement with a third party (“V”) had an interest rate of 6.5%, but over a year later he discovered that the interest rate was in fact 21.6%.backgroundBGNHL arranged a loan for Mr H ... (2 pages)View decision -
Decision Reference DRN3306701
12 Jun 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr T complains that Amtrust International Underwriters Ltd declined to attend a claim for the boiler at Mrs N’s property as he was not the policyholder.backgroundMr T contacted Amtrust in November 2012 as the boiler at Mrs N’s property had broken down. During the call, Mr T made Amtrust... (2 pages)View decision -
Decision Reference DRN-2544559
7 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544559 The complaint Mr A complains about British Gas Insurance Limited (BGIL) and their decision to decline his claim for a leaking hot water tank, before cancelling his policy altogether. What happened Mr A took out a Homecare insurance policy with BGIL in August 2020. This policy i... (4 pages)View decision -
Decision Reference DRN3638061
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited left her heating system in a worse state after it attempted some repairs under her Homecare 300 policy and the required repairs aren’t covered by the policy.backgroundI issued a provisional decision on this matter on 22 ... (5 pages)View decision
