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 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-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 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 -
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-4495555
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4495555 The complaint The estate (Miss H) complains that British Gas Services Limited (BGSL) mis-sold central heating cover (CHC policy) to Ms H at every renewal from 2015 to 2022. Following the unfortunate passing of Ms H in November 2022, the benefit of the CHC policy was passed to M... (4 pages)View decision -
Decision Reference DRN-3818343
1 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3818343 The complaint Ms V complains she was mis-sold investment bonds by Basset Gold Limited (BG Ltd) which has caused her a financial loss as they weren’t secure and she hasn’t received a return on her investment. Background The B&G Plc Bond Ms V invested in a B&G Plc four-ye... (5 pages)View decision -
Decision Reference DRN-5712778
16 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5712778 The complaint Mr O and the estate of Mrs O complain about the way in which British Gas Insurance Limited (BGIL) dealt with callouts and repairs under their HomeCare policy when their boiler broke down. They’re also unhappy that BGIL didn’t replace their boiler. What happene... (4 pages)View decision -
Decision Reference DRN-5241513
5 Mar 2025 British Gas Services Limited Not upheldInsuranceDRN-5241513 The complaint Miss W complains about the service she received from British Gas Services Limited (BGSL) after she received renewal correspondence in relation to her HomeCare policy. What happened Miss W held a HomeCare policy with BGSL, which she’d held for some time. The po... (4 pages)View decision -
Decision Reference DRN-3747324
9 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3747324 The complaint Mr G complains that British Gas Insurance Limited (BG), with whom he had home care insurance cover, failed to properly service his boiler in 2020. He said this led to it breaking down and having to be replaced in 2022. What happened Mr G had home care insurance co... (5 pages)View decision -
Decision Reference DRN-5844885
31 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5844885 The complaint Mrs M complains about the service she received from an engineer appointed by British Gas Insurance Limited (BGIL) under a HomeCare policy when they visited her home on 10 December 2024. What happened In spring/summer 2024, Mrs M purchased a new property. On 26... (4 pages)View decision