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 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-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 DRN5071591
4 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that compensation offered to her by British Gas Insurance Limited (BG) following damage caused by BG is inadequate.backgroundMrs P has central heating breakdown cover provided by BG. She called it to fix a small leak from her hot water cylinder. On 19... (3 pages)View decision -
Decision Reference DRN-2906389
9 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2906389 The complaint Mr R complains about the pricing policy that British Gas Insurance Ltd (BG) used to calculate his home emergency insurance that he said he hadn’t used. What happened Mr R had a home emergency policy which he renewed each year since 2014. Mr R was sent a renewal no... (3 pages)View decision -
Decision Reference DRN8307034
31 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L complains that British Gas Insurance Limited (“BGI”) caused damage to her home when it came out to make repairs under her home emergency policy. backgroundMrs L had a new water tank installed in her loft. The tank ruptured, and BGI’s engineer attended to make repairs. But while he wa... (5 pages)View decision -
Decision Reference DRN1468150
14 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain about the service they received from British Gas Insurance Limited (BG) when they had a problem with the electrical system in their home.backgroundMr and Mrs S had an electrical problem at their home. Mrs S got an electric shock when switching o... (3 pages)View decision -
Decision Reference DRN-1512565
30 May 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1512565 The complaintMr W and the Estate of Mrs W complain that British Gas Insurance Limited (BG) has broken their boiler and won’t repair or replace it. This left them without heating and hot water over winter. Mr W and Mrs W took out a home emergency insurance with BG in November 20... (3 pages)View decision -
Decision Reference DRN8794136
20 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H has complained that British Gas Insurance Limited (BG) didn’t carry out the annual service of his boiler during the policy year as his contract provided for.background Mr H has a Homecare agreement with BG that provides insurance against various problems arising w... (3 pages)View decision -
Decision Reference DRN8499490
23 Jul 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L is unhappy at the way British Gas Insurance Limited (BG) dealt with a claim he made on his home emergency cover policy.Reference to BG includes its plumbing engineers, contractors and agents.backgroundMr L has a property which he rents to tenants. He has BG Homecare which provides cov... (2 pages)View decision -
Decision Reference DRN-3709658
21 Sep 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3709658 The complaint Mrs M complains that British Gas Insurance Limited (BG) caused damage to her property, and to the one below, when their plumber attended on a callout under her home emergency policy. What happened Mrs M had a home emergency policy with BG for a tenanted flat. The ... (3 pages)View decision
