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
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Decision Reference DRN8332476
18 Dec 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that British Gas Insurance Limited gave her poor service under her home care insurance.backgroundMrs G complained that British Gas missed appointments and cancelled her cover, saying she was an abusive customer.Our investigator didn’t recommend that the comp... (2 pages)View decision -
Decision Reference DRN-2727232
31 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2727232 The complaint Mr K complains that British Gas Services Limited misrepresented the cover that was available to him when he renewed his Homecare 100 boiler policy in December 2019. So he believes that the premium he paid for the policy should be refunded. What happened Mr K had a... (3 pages)View decision -
Decision Reference DRN6286047
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs K complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.background Mrs K had British Gas insurance cover for her gas fire and back boiler. A British Gas engineer did a service. Mrs K complained that he left a gas ... (2 pages)View decision -
Decision Reference DRN7347256
20 Aug 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R’s complaint is about the handling of a claim made under her central heating insurance cover with British Gas Insurance Limited.backgroundOn 30 January 2019, Mrs R made a claim under her policy with British Gas as her boiler was cutting out. An engineer attended and got the boiler wor... (3 pages)View decision -
Decision Reference DRN7302125
16 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)The complaint is about a gas leak, which Mrs D and Mrs H say British Gas Insurance Limited should have detected. background Mrs D and Mrs H hold an insurance policy for their boiler underwritten by British Gas. They moved into their property in 2001 and, in a letter to the property dev... (2 pages)View decision -
Decision Reference DRN8474350
22 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited didn’t replace his water supply pipe under his HomeCare policy.background Mr M had issues with his water supply. British Gas’ plumbers looked into the problem under his policy. It thought there was debris in the water... (3 pages)View decision -
Decision Reference DRN-4461300
20 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4461300 The complaint Miss W has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. What happened Miss W reported a leak at her home in December 2022 to British Gas, as she had a home care policy at the relevant time. A Br... (5 pages)View decision -
Decision Reference DRN9941204
12 Nov 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs N complain that British Gas Insurance Limited should have told them it could not fulfil its HomeCare policy.backgroundMr and Mrs N have lived at their current address for over ten years. They have paid British Gas for cover on their boiler. They complained when they found out t... (2 pages)View decision -
Decision Reference DRN5960788
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss R’s complaint is about the handling of a claim under her home emergency insurance policy with British Gas Insurance Limited.backgroundMiss R contacted British Gas as there was a problem with her bathroom sink. A contractor attended on 30 March 2018 and replaced the ... (2 pages)View decision -
Decision Reference DRN1103607
14 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about British Gas Insurance Limited’s handling of two claims under his insurance policy.backgroundMr B registered a claim with British Gas because of a problem with his tap. An appointment was arranged for around one week later, originally for an 8am to 1pm timeslot. However... (2 pages)View decision