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 2177 results
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Decision Reference DRN8940585
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss A complains that British Gas Insurance Limited caused a leak during a repair visit following her home emergency insurance claim. backgroundIn August 2012 a British Gas engineer attended at Miss A’s property as she had no heating. During the visit, the engineer completed a repair ... (2 pages)View decision -
Decision Reference DRN5605923
13 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs P complain that British Gas Insurance Limited gave poor service under a home emergency insurance policy.backgroundWhere I refer to British Gas I refer to the insurance company by that name and I include engineers and others for whose actions I hold it re... (4 pages)View decision -
Decision Reference DRN-4819832
6 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4819832 The complaint Mr C complains about the service from British Gas Insurance Limited (British Gas) under a protection policy for his fridge freezer. References to British Gas include their agents who administer policies and carry out services under policies. What happened Mr ... (5 pages)View decision -
Decision Reference DRN8321997
6 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the advice given by two British Gas Insurance Limited engineers which resulted in his policy being downgraded.backgroundMr D took out a HomeCare One policy with British Gas on 9 February 2017, this covered his boiler and controls – it also include... (2 pages)View decision -
Decision Reference DRN-3775548
14 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3775548 The complaint Mr I complains about British Gas Insurance Limited’s (British Gas) handling of a claim made under his home emergency policy. What happened In April 2022, Mr I made a claim on his home emergency policy. He experienced a problem with his boiler and says he was witho... (2 pages)View decision -
Decision Reference DRN2527408
8 Sep 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s complaint is about his home emergency insurance policy, which he took out with British Gas Insurance Limited. He’s unhappy that he was told any future claims under the accidental damage part of his policy wouldn’t be covered if mice caused the damage.backgro... (2 pages)View decision -
Decision Reference DRN3713826
11 Sep 2020 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr C is unhappy with the cost of his homecare policy arranged by British Gas Services Limited. backgroundMr C has had a British Gas homecare plan – covering his boiler, plumbing, central heating etc. – for a number of years. In addition, the plan also included ‘kitchen appliance cover’ for... (2 pages)View decision -
Decision Reference DRN-3143181
18 Nov 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3143181 The complaint Mrs C complains about the cancellation of her HomeCare policy by British Gas Insurance Limited. What happened In January 2021 Mrs C took out a new HomeCare policy with British Gas online. Soon after she made an appointment to have her first service for her boiler.... (3 pages)View decision -
Decision Reference DRN7535755
11 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs L is unhappy with the servicing of her gas fire by British Gas Insurance Limited and withwhat it did after the fire stopped working.background Mrs L had a new gas fire installed in her property in 2009. After the manufacturer’s warrantyon this expired she added this to an existing home... (4 pages)View decision -
Decision Reference DRN0725569
1 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about the service he received from British Gas Insurance Limited in relation to a Homecare policy.backgroundMr W had a central heating boiler fitted by British Gas in around 1997. He also bought an agreement to cover service and repairs. He’s not happy th... (1 page)View decision
