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 2269 results
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Decision Reference DRN-2358818
23 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2358818 The complaint Ms H complains about the service she received from British Gas Insurance Limited (“BGIL”), when she made a claim on her central heating breakdown cover insurance policy. What happened Ms H contacted BGIL when her boiler stopped heating the water in her home. An en... (2 pages)View decision -
Decision Reference DRN0413282
24 Mar 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr K complains that he hasn’t received a satisfactory service from British Gas Insurance Limited (BG) under his annual service contract and that BG hasn’t satisfactorily addressed his concerns.backgroundSince July 2010 Mr K has had a contract with BG for the maintenance ... (2 pages)View decision -
Decision Reference DRN-2416161
26 Jan 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2416161 The complaint Mr K complains that British Gas Insurance Limited (BG) reduced the cover under his home emergency policy but refused to reduce the premium to reflect this. What happened Mr K had a home emergency policy with BG covering his boiler, central heating, plumbing, drain... (2 pages)View decision -
Decision Reference DRN-4759537
12 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4759537 The complaint Mr B has complained that British Gas Services Limited (BG), when servicing his boiler, increased the operating temperature and as a consequence Mr B was caused extra costs. What happened Mr B has explained that when BG’s engineers carried out annual services on hi... (2 pages)View decision -
Decision Reference DRN-2544559
7 Jun 2021 British Gas Insurance Limited UpheldInsuranceDRN-2544559 The complaint Mr A complains about British Gas Insurance Limited (BGIL) and their decision to decline his claim for a leaking hot water tank, before cancelling his policy altogether. What happened Mr A took out a Homecare insurance policy with BGIL in August 2020. This policy i... (4 pages)View decision -
Decision Reference DRN3306701
12 Jun 2014 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)Mr T complains that Amtrust International Underwriters Ltd declined to attend a claim for the boiler at Mrs N’s property as he was not the policyholder.backgroundMr T contacted Amtrust in November 2012 as the boiler at Mrs N’s property had broken down. During the call, Mr T made Amtrust... (2 pages)View decision -
Decision Reference DRN2208136
21 Apr 2015 British Gas New Heating Limited Not upheldBanking and creditMr H complains that British Gas New Heating Limited (“BGNHL”) told him that his loan agreement with a third party (“V”) had an interest rate of 6.5%, but over a year later he discovered that the interest rate was in fact 21.6%.backgroundBGNHL arranged a loan for Mr H ... (2 pages)View decision -
Decision Reference DRN3638061
19 Nov 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited left her heating system in a worse state after it attempted some repairs under her Homecare 300 policy and the required repairs aren’t covered by the policy.backgroundI issued a provisional decision on this matter on 22 ... (5 pages)View decision -
Decision Reference DRN-4945164
2 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4945164 The complaint Mr N and Mrs N complain about British Gas Insurance Limited’s handling of a claim made under their boiler and central heating insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary he... (5 pages)View decision -
Decision Reference DRN-4949579
6 Aug 2024 British Gas Services Limited UpheldInsuranceDRN-4949579 The complaint Ms R complains about British Gas Services Limited (“BGS”) and the service they provided after she made a claim on her HomeCare insurance policy following her discovery of a leak in her kitchen. What happened The claim and complaint circumstances are well known ... (4 pages)View decision