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 2255 results
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Decision Reference DRN8436892
16 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr F complains British Gas Insurance Limited took about a year to repair his central heating. He says there were repeat visits; failed call outs; incorrect parts; misdiagnosis; and delays. He also says his policy premium increased due to all the visits.background Mr F has a British Gas ins... (3 pages)View decision -
Decision Reference DRN-2947914
14 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2947914 The complaint Mr T made a claim under his home emergency policy, he complains that British Gas Insurance Ltd’s engineer damaged his wardrobe whilst repairing his boiler. What happened Mr T contacted British Gas in March 2021 to make a claim under his home emergency policy as he... (3 pages)View decision -
Decision Reference DRN-3355303
22 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3355303 The complaint Miss M complains that British Gas Insurance Limited (“British Gas”) caused damage to her property while carrying out a repair under her home emergency insurance. What happened Miss M says an engineer from British Gas attended her property in 2020 to carry out repa... (3 pages)View decision -
Decision Reference DRN2951850
11 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S’s complaint is about the service provided in relation to a central heating insurance policy with British Gas Insurance Limited.backgroundMrs S took out the policy with British Gas around 20 years ago and transferred it to three different properties, including in 2010, when she moved ... (4 pages)View decision -
Decision Reference DRN5870080
12 Jul 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Services Limited gave her poor service under her central heating insurance.background Mrs S had – for many years – British Gas central heating insurance. In autumn 2016 she got a new boiler. It came with a warranty. Mrs D complained ... (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 DRN-2093492
15 Sep 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2093492The complaintMr H is unhappy with the compensation he was offered by British Gas Insurance Limited when he complained about the service provided as part of his home emergency policy. What happenedMr H had a boiler service carried out by British Gas under his HomeCare policy. Dur... (2 pages)View decision -
Decision Reference DRN4245853
11 Mar 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr U has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with a claim under his homecare insurance. He also isn’t happy that it sent a letter to a third party without his permission.backgroundMr U had a problem in relation to hi... (2 pages)View decision -
Decision Reference DRN-4468799
23 Nov 2023 British Gas Services Limited UpheldInsuranceDRN-4468799 The complaint Mrs J complains about the service provided by British Gas Services Limited in relation to her home emergency insurance. What happened While Mrs J was in hospital her son visited her house and found there was a problem with the electrics. Her other son called Briti... (2 pages)View decision -
Decision Reference DRN7595150
27 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited gave him poor service in connection with his home care insurance policy.backgroundMr A’s policy included an annual service. Where I refer to British Gas I refer to the insurance company by that name and I include its... (2 pages)View decision