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-5133664
14 Nov 2024 British Gas Services Limited UpheldInsuranceDRN-5133664 The complaint Mr S complains about the service he received from British Gas Services Limited (“BGS”). What happened In February 2023, BGS sent an engineer to Mr S’s home to fix a leaking radiator valve. The heating system comprised a header tank in the loft and Mr S says the... (7 pages)View decision -
Decision Reference DRN2000872
29 Mar 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about British Gas Insurance Limited’s (BG) service under his Homecare insurance policy. My references to BG include its agents.backgroundIn April 2017 BG’s engineer told Mr B his central heating needed a power flush. Mr B says he ignored BG’s recommendation... (2 pages)View decision -
Decision Reference DRN-1785756
7 May 2020 British Gas Services Limited Not upheldInsuranceDRN-1785756 The complaintMr T complains that his annual boiler service was missed because British Gas Services Limited (BG) sent reminders to an incorrect address. What happenedMr T had Home Care Two home emergency insurance with BG which included an annual boiler service as part of the in... (2 pages)View decision -
Decision Reference DRN3215022
3 Oct 2013 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr C is unhappy that The Society of Lloyd’s have declined his claim for damage caused to his property by his tenants.backgroundMr C served notice on his tenants to vacate the property as the neighbours had complained that they were too noisy. After the tenants moved out, Mr C discovere... (4 pages)View decision -
Decision Reference DRN-3900434
23 Jan 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3900434 The complaint Mr T complains about British Gas Insurance Limited (BG) handling of his claim and poor service, under his home emergency policy. What happened Mr T contacted BG to report an issue with his hot water system. It sent some engineers to investigate and carry out repai... (2 pages)View decision -
Decision Reference DRN-4148776
7 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4148776 The complaint Mr W complains about British Gas Insurance Limited (BG) who sent him multiple invites for a boiler service, which he found harassing, under his home emergency policy. What happened Mr W held a home emergency policy with BG. He said that BG continually sent him inv... (2 pages)View decision -
Decision Reference DRN8580282
23 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)C Ltd complains that British Gas Insurance Limited’s (“BG”) records didn’t accurately show it as the owner of five properties and that repair requests weren’t accepted. backgroundC Ltd is a company that owns five rental properties which I’ll refer to as Flats 5A to ... (3 pages)View decision -
Decision Reference DRN-1818227
29 Jun 2020 British Gas Services Limited Not upheldInsuranceDRN-1818227 The complaintMr S complains that British Gas Services Limited (BG) failed to carry out annual boiler services in time and didn’t look into his complaint about it properly. What happenedMr S had a service and emergency breakdown package for his central heating boiler. The policy... (3 pages)View decision -
Decision Reference DRN-2168832
30 Oct 2020 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2168832 The complaint Mr S complains that N26 Bank GmbH (N26) blocked and closed his account, and returned some of the funds remaining in his account (£523.46) to a third party who had raised a dispute with N26 about the funds. To put things right, Mr S wants N26 to return the £523.46 ... (3 pages)View decision -
Decision Reference DRN-2037639
2 Oct 2020 British Gas Services Limited Not upheldInsuranceDRN-2037639 The complaint Mr A is unhappy that British Gas Services Limited (BG) hasn’t provided cover for the boiler in his rental property, and he complains about the customer service he received. What happened Mr A had HomeCare Two boiler and central heating cover with BG. The policy wa... (2 pages)View decision
