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 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 -
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 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 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-5791013
1 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5791013 The complaint Miss T complains about the way in which British Gas Insurance Limited (BGIL) handled and settled a claim she made under her HomeCare cover. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated ... (7 pages)View decision -
Decision Reference DRN-3576465
22 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3576465 The complaint Miss H has complained about the way British Gas Services Limited (BGSL) dealt with things when she informed it that her father had passed away. What happened Miss H says that in December 2019 she contacted BGSL to tell it her father had passed away. Miss H’s fathe... (4 pages)View decision -
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-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-6013848
12 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6013848 The complaint Mr C complains that Santander UK Plc failed to protect him from a scam which resulted in him losing money. He says Santander should have identified the unusual pattern of cheque activity on his account and intervened to prevent at least some of his losses. Mr C... (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