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-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 DRN-3489654
29 Jun 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3489654 The complaint Mr B complains about the way British Gas Insurance Limited (BGI) handled claims on his Homecare home emergency insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Mr B has a home emergenc... (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 DRN2182533
20 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about British Gas Insurance Limited’s (BG) service when he made a claim under his Homecare insurance policy and that it was in breach of contract.backgroundOn 29 February 2018 Mr L contacted BG to repair his boiler as he had no central heating or hot wa... (2 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 -
Decision Reference DRN8218707
16 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that Aviva Insurance Limited is responsible for poor service under a home emergency insurance policy.backgroundMr C had a policy in the name of a home assistance company. It covered his central heating and hot water system. But each claim was subject to payment of a £50.00 e... (3 pages)View decision -
Decision Reference DRN-4414275
8 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4414275 The complaint Mr M complains about British Gas Insurance Limited (BG) poor service, following an annual service under his appliance insurance policy. What happened Mr M had his gas appliance initially serviced by BG in 2021. He said during the service the engineer removed the c... (3 pages)View decision -
Decision Reference DRN6086423
14 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he’s received from British Gas Insurance Limited (BG) under his home emergency insurance policy. backgroundMr A has had a number of problems with his boiler. In June he contacted BG because of a water pressure problem. BG’s engineer ... (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 DRN7278078
7 Mar 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr T complains about what happened when he asked British Gas Insurance Limited (“BGI”) to send an engineer to his home.backgroundMr T told us that he’d phoned BGI when he had a problem with his heating and hot water, and a leak. He said that required emergency att... (4 pages)View decision
