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-4103193
27 Apr 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4103193 The complaint Miss M complains about British Gas Insurance Limited (BG) handling of her claim under her home emergency policy. What happened Miss M had a tenanted property and contacted BG as there were issues with the boiler. BG sent an engineer. Miss M’s tenant said that duri... (3 pages)View decision -
Decision Reference DRN-3200833
18 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3200833 The complaint Mr Y complains that British Gas Insurance Limited (BG) has failed to carry out service visits and make a repair on his boiler under his home emergency policy. He wants his own plumber’s expenses reimbursed and compensation for the inconvenience. What happened Mr Y... (3 pages)View decision -
Decision Reference DRN-3902711
10 Feb 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3902711 The complaint Mr M complains about British Gas Insurance Limited’s (BG) failure to properly maintain his boiler, under his home emergency policy. What happened Mr M said that he had held boiler cover with BG that included an annual service. He said that following a routine serv... (3 pages)View decision -
Decision Reference DRN2241265
18 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss H complains that British Gas Insurance Limited (“BGI”) won’t pay under her home emergency policy to fix a leak in the water supply to her home.backgroundMiss H said that she had a home emergency policy with BGI. She asked BGI to send an engineer, to repair a le... (6 pages)View decision -
Decision Reference DRN-3751020
8 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3751020 The complaint Mr P complains that British Gas Insurance Limited (BG) didn’t provide a full service of his boiler under his home emergency policy. He said this led to him needing to replace his boiler. What happened Mr P held a home emergency policy with BG from March 2021 to Ma... (3 pages)View decision -
Decision Reference DRN-4650441
11 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4650441 The complaint Mr M complains about the way British Gas Insurance Limited (BG) handled a claim he made under his home emergency policy. Any reference to BG includes its agents. What happened On 17 January 2022, Mr M reported a leak in his property to BG, which was affecting the ... (3 pages)View decision -
Decision Reference DRN-3164061
1 Dec 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3164061 The complaint Mr E complains about the poor level of service he received from British Gas Insurance Limited (BG) under his home emergency policy. What happened Mr E contacted BG online and booked an appointment on 3 November 2020, as his heating stopped. That appointment was ca... (3 pages)View decision -
Decision Reference DRN-4452818
21 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4452818 The complaint Ms L complains about how British Gas Insurance Limited handled and settled a claim she made following an escape of water at her home. Ms L is represented by her sister in bringing this complaint. But for clarity – I’ll refer to all submissions as being made by Ms ... (6 pages)View decision -
Decision Reference DRN-3136779
1 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3136779 The complaint Mr and Mrs H complain about the delay caused by British Gas Insurance Limited (BG) in having their radiator fixed under their Home Care policy. What happened Mr and Mrs H said they told BG about their faulty radiator in January 2021 and were told it would be a mon... (3 pages)View decision -
Decision Reference DRN5750495
29 Mar 2021 Hitachi Capital (UK) Plc UpheldBanking and creditMr A has complained about the way Hitachi Capital (UK) Plc has dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“s.75”). background In August 2013 Mr A entered into agreement with a company called Crystal Windows and Doors Limited (“Crystal”) for the supply and ... (3 pages)View decision
