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 2163 results
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Decision Reference DRN-3379824
24 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3379824 The complaint Mr R complains that British Gas Insurance Limited (BG) unfairly declined to cover his claim under his HomeCare home emergency insurance policy. What happened Mr R had HomeCare insurance with BG from September 2020. This provided cover for Boiler and controls break... (4 pages)View decision -
Decision Reference DRN-4301803
26 Oct 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4301803 The complaint Mrs B complains about British Gas Insurance Limited (BG) about the poor service she experienced, following a claim under her home emergency policy. What happened Mrs B held a home emergency policy with BG for several years. She noted that her boiler had broken dow... (4 pages)View decision -
Decision Reference DRN-2255703
13 Oct 2020 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-2255703 The complaint Ms P complains that Royal & Sun Alliance plc (“RSA”) is responsible for poor service in connection with a home insurance policy. What happened Ms P had a policy branded with the name of a supermarket. RSA was the insurer responsible for dealing with claims und... (5 pages)View decision -
Decision Reference DRN-5396995
14 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5396995 The complaint Mr C is unhappy with the decision made by British Gas Insurance Limited (BGI) following a claim under his home emergency cover. What happened Mr C took out home emergency cover with BGI. In December 2023 Mr C reported a leak from his downstairs bathroom. BGI ... (4 pages)View decision -
Decision Reference DRN1337257
16 Jul 2018 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs G is complaining that British Gas Services Limited’s (BG) engineer told her she had to have her flue inspected after she asked it to repair her boiler under her boiler’s repair and maintenance policy.backgroundMrs G contacted BG to report a fault on her boiler ... (4 pages)View decision -
Decision Reference DRN-3547486
27 Jul 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3547486 The complaint Mr P complains that British Gas Insurance Limited (BG) provided poor service under his HomeCare policy with them. He feels this led to the failure of his boiler. He’d like full compensation for the new boiler. And a full refund of his HomeCare premium for the year... (5 pages)View decision -
Decision Reference DRN-1925165
13 May 2022 British Gas Insurance Limited Not upheldInsuranceDRN-1925165 The complaint Mrs B is unhappy because she had a new boiler installed following advice from British Gas Insurance Limited (BG) but she doesn’t think the new boiler was necessary. What happened Mrs B had a Homecare Two policy covering her central heating and boiler. The policy i... (4 pages)View decision -
Decision Reference DRN-3198816
14 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3198816 The complaint Ms T complains that British Gas Insurance Limited (BG) cancelled her HomeCare policy without telling her. And that they failed to provide an annual service during the period she was on cover. What happened Ms T held a HomeCare package from BG. When her boiler brok... (4 pages)View decision -
Decision Reference DRN-3520625
8 Aug 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3520625 The complaint Mrs S complains about British Gas Insurance Limited (BG), after her boiler broke down, following an annual service, under her home emergency insurance What happened Mrs S held a home emergency policy that amongst other things, covered her boiler for an annual serv... (4 pages)View decision -
Decision Reference DRN7825349
16 Mar 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B complaint arises from the service provided by Royal & Sun Alliance Insurance plc (“RSA”) in connection with a home emergency insurance policy.RSA uses agents to administer the policy on its behalf and also to deal with claims and complaints. Any reference to RSA in this decision ... (4 pages)View decision
