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 2257 results
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Decision Reference DRN-2764709
26 Apr 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2764709 The complaint Mr D and Mrs D complain that British Gas Insurance Limited has turned down their claim on their home emergency insurance policy. What happened Mr D and Mrs D took out a home emergency insurance policy with British Gas on 2 November 2019. Around three weeks later M... (4 pages)View decision -
Decision Reference DRN-2178044
20 Oct 2020 British Gas Services Limited Not upheldInsuranceDRN-2178044 The complaint Mr O complains that British Gas Services Limited has not fulfilled all elements of his homecare insurance policy with it. What happened. Mr O has a home care policy with British Gas that renewed in November 2019. In 2020 he says there were some repairs that needed... (2 pages)View decision -
Decision Reference DRN-4615150
13 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4615150 The complaint Mr and Mrs G complained that British Gas Insurance Limited (“British Gas”) didn’t fully fix the issues with their leaking water and its poor workmanship caused further problems in their home. Mr and Mrs G were claiming under their home emergency cover. What happen... (3 pages)View decision -
Decision Reference DRN-3863393
9 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3863393 The complaint Mrs B has complained about British Gas Insurance Limited’s incorrect decision to condemn her boiler following a service which led her to purchase a replacement boiler unnecessarily. What happened Mrs B held a Homecare Agreement with British Gas. Part of the agreem... (2 pages)View decision -
Decision Reference DRN-3408591
8 Jul 2022 British Gas Services Limited Not upheldInsuranceDRN-3408591 The complaint Mrs G complains about how British Gas Service Limited dealt with a claim she made under her HomeCare policy for a repair to her boiler. What happened Mrs G holds a HomeCare policy with British Gas Services Limited (British Gas), which she renews each year. On 11 J... (5 pages)View decision -
Decision Reference DRN9844452
12 Oct 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss G complains about British Gas Insurance Limited’s (“British Gas”) handling of her claim made under a HomeCare care agreement.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my provisional decision of last month. T... (4 pages)View decision -
Decision Reference DRN5080299
28 Feb 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited didn’t perform an annual boiler service and safety check under his service agreement, which led to his boiler becoming condemned. backgroundMr C is a landlord and holds a “HomeCare One” policy with British Gas, which provides insurance cov... (4 pages)View decision -
Decision Reference DRN8011548
24 Oct 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss P complains about the service she received under her home emergency policy with British Gas Insurance Limited. My references to British Gas include agents it appointed to carry out work on its behalf. background Miss P contacted British Gas in December 2017 as she was having problems ... (3 pages)View decision -
Decision Reference DRN4916658
18 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited disconnected his boiler following an annual service.background In July 2013, British Gas attended Mr W’s property to carry out an annual service, during which it found that there was a leak from the flue pipe. British Gas left a warning ... (2 pages)View decision -
Decision Reference DRN2963908
13 Mar 2020 British Gas Services Limited UpheldInsurance (excluding PPI)Mr D complains that British Gas Services Limited (“British Gas”) missed a scheduled appointment, causing him to lose a day’s pay.background Mr D held a HomeCare policy with British Gas. He arranged an appointment for 2 November 2018 for British Gas to service the boiler – and he says he to... (2 pages)View decision