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 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 DRN-3103026
9 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3103026 The complaint Mr T complains about British Gas Insurance Limited (BG) who failed to provide an annual service, regarding his home emergency insurance. What happened BG contacted Mr T inviting him to book for an annual service of this boiler. At the time, Mr T was unable to book... (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 -
Decision Reference DRN-3130256
27 Oct 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3130256 The complaint Mrs M complains about British Gas Insurance Limited (BG) who declined her claim under her home emergency policy. What happened Mrs M had a home emergency policy, which among other things covered her boiler for an annual service. The annual service was carried out ... (3 pages)View decision -
Decision Reference DRN2259137
23 Sep 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss K complains about some work British Gas Insurance Limited did trying to find the cause of a leak.backgroundMiss K told us it had taken three years for BGI to resolve a water leak in her property. BGI had only offered to pay £443.69, but there was internal damage, including water damag... (6 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-2901028
2 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2901028 The complaint Mr B is unhappy with the service provided by British Gas Insurance Limited (BGIL) during claims he made under his Central Heating insurance policy. What happened Mr B had Central Heating cover with BGIL for many years. He experienced several faults with his boiler... (3 pages)View decision -
Decision Reference DRN-2335840
29 Jan 2021 British Gas Services Limited Not upheldInsuranceDRN-2335840 The complaint Mr O complains that he was mis-sold an insurance policy for his boiler and central heating system by British Gas Services Limited (‘BGS’). What happened Mr O had a HomeCare Two policy with BGS which he’d renewed for a couple of years and previously made a claim on... (3 pages)View decision -
Decision Reference DRN-1610574
19 Jun 2020 British Gas Services Limited Not upheldInsuranceThe complaint Mr E complains that British Gas Services Limited (BG) didn’t treat him fairly when he needed an appointment for a problem with his hot water. What happened Mr E had HomeCare Four home emergency cover with BG. There was a problem with his hot water so he made an appointment on... (3 pages)View decision -
Decision Reference DRN-2964154
15 Nov 2021 British Gas Services Limited Not upheldInsuranceDRN-2964154 The complaint Mr and Mrs Q complain about the delays and poor handling of their boiler service under their ‘Central Heating Care’ policy provided by British Gas Services (BG). What happened Mr and Mrs Q had a boiler installed in 2015 by BG which came with a five-year warranty a... (3 pages)View decision
