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 DRN-2926118
20 Jul 2021 British Gas Services Limited Not upheldInsuranceDRN-2926118 The complaint Mr M and Mrs R complain that British Gas Services Limited (“British Gas”) damaged their boiler while inspecting it for faults. The details of this complaint are well known, so I will not repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-2912955
30 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2912955 The complaint Mr M complained that he received incorrect advice under his home emergency policy with British Gas Insurance Limited (“British Gas”) which resulted in him being unnecessarily pressurised into purchasing a new boiler. What happened Mr M had his boiler serviced by B... (3 pages)View decision -
Decision Reference DRN9332980
28 Jul 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S has complained about the way British Gas Insurance Limited dealt with a claim he made about his broken cooker. background Mr S made a claim to British Gas that the cooker in a property he was renting out to tenants was broken. An engineer visited his property and... (2 pages)View decision -
Decision Reference DRN-3668914
17 Oct 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3668914 The complaint Mr R complains about the level of service received from British Gas Insurance Limited under his homecare insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll mainly focus on giving t... (3 pages)View decision -
Decision Reference DRN-1396229
6 May 2020 British Gas Insurance Limited UpheldInsuranceDRN-1396229 The complaintMr P complains about the service he’s received from British Gas Insurance Limited on his multi-premises home emergency policy. What happenedIn August 2019, Mr P called British Gas because of faults with a smoke alarm. The engineer said the works weren’t covered bec... (3 pages)View decision -
Decision Reference DRN7664671
5 Dec 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M’s complaint is about the service provided by British Gas Insurance Limited followinga claim under their central heating insurance policy. Miss M has been represented during thecomplaint by Mr S.backgroundI issued a provisional decision on this matter in November 2019, part of which ... (10 pages)View decision -
Decision Reference DRN4447852
27 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains that British Gas Insurance Limited failed to attend two scheduled appointments. background Mrs A holds a HomeCare policy, underwritten by British Gas Insurance Limited, which runs from 11 April to 10 April each year. An engineer appointment was arranged for late January ... (2 pages)View decision -
Decision Reference DRN1669383
4 Oct 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr D complained to British Gas that it hadn’t maintained his boiler properly. And this had resulted in his boiler leaking, causing corrosion ... (2 pages)View decision -
Decision Reference DRN3957692
31 Jul 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited dealt with his claim under a home emergency policy unfairly and unreasonably. He wants compensation.backgroundMr B had a home emergency policy with British Gas, which covered repairs needed in Mr B’s property for plumbing and drainage (amon... (3 pages)View decision -
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