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 2270 results
-
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-5964271
11 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5964271 The complaint Mr S complains about the service he received from British Gas Insurance Limited (BGIL) under a HomeCare policy when he experienced issues with his boiler. What happened Mr S held a HomeCare policy with BGIL, which covers a tenanted property that he rents out. ... (5 pages)View decision -
Decision Reference DRN-5108972
18 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5108972 The complaint Mrs C complains about the quality of flooring that was provided by British Gas Insurance Limited (BGI) following a claim made as a result of an escape of water. What happened Mrs C held a HomeCare cover policy with BGI. She made a claim under the policy for as... (5 pages)View decision -
Decision Reference DRN-5179419
17 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5179419 The complaint Mr M and Mrs Z complain about how British Gas Insurance Limited (BGI) handled and settled a claim they made under their HomeCare policy following an escape of water. What happened Mr M and Mrs Z held a HomeCare policy with BGI, which includes plumbing and drai... (5 pages)View decision -
Decision Reference DRN-6022709
30 Jan 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6022709 The complaint Mrs L complains about the way Intact Insurance UK Limited (‘Intact’) dealt with an escape of water claim she made on her home insurance policy. What happened Mrs L raised a claim for an escape of water in July 2021. Intact accepted the claim and carried out re... (6 pages)View decision -
Decision Reference DRN-3347036
3 Mar 2022 British Gas Services Limited Not upheldInsuranceDRN-3347036 The complaint Mr O complains that British Gas Services Limited (BG) damaged a filter in his boiler, which they then removed but didn’t directly replace under his HomeCare insurance policy. He feels this contributed to his boiler needing to be replaced. What happened Mr O had Ho... (5 pages)View decision -
Decision Reference DRN-5611318
20 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5611318 The complaint Mr T complains about the way in which British Gas Insurance Limited (BGIL) dealt carried out an annual boiler service and gas safety check. He’s unhappy about the service he received from its engineers. And he complains that BGIL unfairly increased his HomeCare... (6 pages)View decision -
Decision Reference DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 pages)View decision -
Decision Reference DRN0137361
21 Feb 2019 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr P is unhappy with the handling of a claim for his boiler made under a boiler insurance policy with Great Lakes Insurance SE.backgroundI’ve issued two provisional decisions on this matter. I have copied below the main part of the second provisional decision, which sets... (9 pages)View decision -
Decision Reference DRN-5592874
30 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5592874 The complaint Ms P believes Moneybarn No.1 Limited (Moneybarn) have acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. Ms P also feels Moneybarn have not dealt appropriately with her request for assistance after she fell into financial... (9 pages)View decision