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 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 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 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 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 DRN-4807997
6 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4807997 The complaint Miss A is unhappy with the sale of a contents insurance policy sold by British Gas Services Limited (BGSL). Miss A says the limitations of cover were not fully explained at the time of sale. What happened Miss A purchased contents insurance cover in December 2021.... (2 pages)View decision -
Decision Reference DRN-1804561
19 Nov 2020 British Gas Services Limited Not upheldInsuranceDRN-1804561 The complaint Mrs P and Mr P are unhappy that British Gas Services Limited (BG) won’t refund their policy premium after it failed to complete an annual boiler service. What happened Mrs P and Mr P had HomeCare Two, including annual boiler service, with BG. It was a joint policy... (3 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-4034107
3 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4034107 The complaint Ms P complains about British Gas Insurance Limited (BGI) and the actions they took when servicing her boiler, which she feels led to her boiler being condemned unfairly. What happened Ms P held an insurance policy underwritten by BGI which provided Ms P with an an... (4 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
