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
-
Decision Reference DRN-4439330
15 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4439330 The complaint Mrs P complains that British Gas Insurance Limited (BG) increased her home emergency policy premium each year because she was a loyal customer. The policy was in Mrs P’s name and her son, Mr P, acted on her behalf. For ease of reading, I’ll simply refer to Mrs P t... (4 pages)View decision -
Decision Reference DRN-1863532
17 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1863532 The complaint Ms W is unhappy with the service British Gas Insurance Limited (BG) provided when she reported a leak. What happened Ms W had HomeCare Four home emergency landlord cover with BG for a flat which she let. The tenant told Ms W that a pipe was leaking into the flat d... (4 pages)View decision -
Decision Reference DRN-1890597
1 Oct 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1890597 The complaint Mrs E is unhappy that British Gas Insurance Limited (BG) won’t repair her kitchen floor after it was damaged during work on the drains. What happened Mrs E had home emergency cover with BG, including plumbing and drains cover. Mr E dealt with the complaint on her ... (3 pages)View decision -
Decision Reference DRN-4207421
27 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4207421 The complaint Mrs W complains about British Gas Insurance Limited’s (BG) level of service, following a claim on her home emergency policy. What happened Mrs W contacted BG as her boiler had broken down. She obtained an appointment online, and was given the earliest available da... (4 pages)View decision -
Decision Reference DRN8411196
1 Dec 2014 Wealthmasters Financial Management Ltd UpheldInvestment and pensionsMr and Mrs H complain about the Meteor Senior Life Settlements Sterling Fund they were advised to invest in by Wealthmasters Financial Management Ltd. They say, in brief: It is high risk and not suitable for ordinary investors. Their attitude was cautious at the time of sale and s... (4 pages)View decision -
Decision Reference DRN5758603
18 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about the length of time it took British Gas Insurance Limited (“BGI”) to fully restore power to her home, after she claimed on her home emergency policy.backgroundMrs J told us that she had a home emergency policy with BGI. She rang it late on a S... (3 pages)View decision -
Decision Reference DRN-1844242
8 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1844242 The complaint Mr and Mrs D have complained about the failure by British Gas Insurance Limited (BG) to resolve a problem they had with their electricity supply in a timely manner which caused them stress and anxiety. What happened Mr and Mrs D had a problem with their electricit... (3 pages)View decision -
Decision Reference DRN2731230
23 Mar 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Services Limited (“BGS”) has been charging him for a home emergency policy that he understood he’d cancelled.backgroundMr R told us that he had a visit from an engineer in 2012, under his boiler repair insurance policy. That engineer said ... (3 pages)View decision -
Decision Reference DRN-3397854
30 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3397854 The complaint Mrs V complains about British Gas Insurance Limited (BG) handling of her claim under her home emergency policy. What happened Mrs V had a leak at her home and contacted BG. It sent an engineer who noticed that there was extensive damage to the ceiling and that the... (3 pages)View decision -
Decision Reference DRN1819121
28 May 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C has complained that British Gas Insurance Limited (BG) hasn’t paid him appropriate compensation when there have been failings in the service it’s provided. backgroundMr C has raised a number of complaints about the service he’s received from BG, who provides home ass... (3 pages)View decision
