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 2177 results
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Decision Reference DRN9812925
30 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited (“BGI”) failed to find a leak, which caused water damage to a neighbouring property.backgroundMs B said that she’d asked BGI three times to visit her flat to find a leak that was coming from the kitchen area and was causing damage to the fl... (4 pages)View decision -
Decision Reference DRN-4945164
2 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4945164 The complaint Mr N and Mrs N complain about British Gas Insurance Limited’s handling of a claim made under their boiler and central heating insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary he... (5 pages)View decision -
Decision Reference DRN0838543
13 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about what happened when he got repairs done by British Gas Insurance Limited (“BGI”).backgroundMr B told us that he rang BGI about a leak. Someone came out to fix it early in February 2018. A couple of weeks later, Mr B went back into that area of t... (4 pages)View decision -
Decision Reference DRN-4949579
6 Aug 2024 British Gas Services Limited UpheldInsuranceDRN-4949579 The complaint Ms R complains about British Gas Services Limited (“BGS”) and the service they provided after she made a claim on her HomeCare insurance policy following her discovery of a leak in her kitchen. What happened The claim and complaint circumstances are well known ... (4 pages)View decision -
Decision Reference DRN-4759537
12 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4759537 The complaint Mr B has complained that British Gas Services Limited (BG), when servicing his boiler, increased the operating temperature and as a consequence Mr B was caused extra costs. What happened Mr B has explained that when BG’s engineers carried out annual services on hi... (2 pages)View decision -
Decision Reference DRN4834635
18 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains about how British Gas Insurance Limited (BG) dealt with his Homecare insurance claim. My references to BG include its agents.backgroundOn the 9 August Mr H contacted BG about a problem with the mixer tap for his shower. He says BG’s contracted plumber w... (2 pages)View decision -
Decision Reference DRN1159630
12 Jun 2019 Santander UK Plc UpheldInvestment and pensionsMr and Mrs H complain that Santander UK Plc wrongly advised them to invest too much of their money in an unsuitably risky fund in 1996 and 1999.backgroundThe background and circumstances of this complaint are set out within my provisional decision of 15 May 2019. ... (5 pages)View decision -
Decision Reference DRN-5296627
24 Feb 2025 British Gas Services Limited Not upheldInsuranceDRN-5296627 The complaint Miss B complains that when British Gas Services Limited (“BG”) serviced her boiler, it didn’t notice problems with its installation. What happened Miss B had a boiler repair and servicing policy with BG covering her domestic boiler. In March 2022 Miss B had her... (3 pages)View decision -
Decision Reference DRN-4556184
1 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4556184 The complaint Mr R complains about British Gas Insurance Limited (BG) delays and handling of his claim, under his home emergency policy. What happened Mr R held a home emergency policy with BG. He contacted them to book in a landlord safety gas check and explained that his tena... (3 pages)View decision -
Decision Reference DRN8515276
7 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about British Gas Insurance Limited’s (BG) service under his home care insurance policy. My references to BG include its agents.backgroundMr L owns a holiday let property for which he had a home care policy with BG. On Christmas day the boiler went out ... (2 pages)View decision
