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-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 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-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-2911410
2 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2911410 The complaint Mr and Mrs R are unhappy with the settlement British Gas Insurance Limited (BG) offered after it caused an escape of water in their home. For ease, I’ll refer only to Mr R throughout my decision. What happened Mr R had Home Emergency cover with BG. It replaced the... (3 pages)View decision -
Decision Reference DRN2903031
20 Nov 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs P complain about the service they received from British Gas Insurance Limited (“BGI”) when they reported a blocked pipe. Mrs P has brought this complaint to our service.backgroundMr and Mrs P have a home emergency insurance policy with BGI which covers t... (3 pages)View decision -
Decision Reference DRN-2594914
15 Feb 2021 British Gas Insurance Limited UpheldInsuranceDRN-2594914 The complaint Mrs B has complained about the way in which British Gas insurance Limited (BG) handled a repair that she asked for when her expansion tank came off the wall where BG had originally fixed it. What happened In May 2016, BG replaced Mrs B’s hot water cylinder and fit... (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-5072878
20 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5072878 The complaint Mr S is unhappy that British Gas Insurance Limited (“BG”) didn’t clear or repair his toilet drain after he claimed under his HomeCare insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve summarised what I think... (3 pages)View decision
