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 DRN7250602
3 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr O’s complaint is about the handling of a claim under his home emergency insurance policy with British Gas Insurance Limited.backgroundMr O’s boiler broke down in early March 2018 but initially he was told he’d have to call back after the weekend to book an app... (3 pages)View decision -
Decision Reference DRN-4153381
10 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4153381 The complaint Mr M has complained about the service British Gas Insurance Limited (British Gas) provided to him in relation to his home emergency (central heating cover) insurance policy. What happened British Gas arranged an annual boiler service for 1 June 2022 with Mr M whic... (3 pages)View decision -
Decision Reference DRN5219663
4 Oct 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P’s complaint arises from the handling of several central heating insurance policies with British Gas Insurance Limited.backgroundMr P has five policies with British Gas covering five different properties. He has held these policies for several years. An annuals service of the boiler is... (2 pages)View decision -
Decision Reference DRN-4509694
10 Jan 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4509694 The complaint Mr W complains British Gas Insurance Limited mis-sold a HomeCare policy. To resolve his complaint, he thinks it should either refund the premiums paid or replace his boiler. What happened The details of this complaint are known to all parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN8007689
18 Jun 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain that British Gas Insurance Limited failed to carry out an annual service in line with their contract. backgroundMr and Mrs C hold a home care product with British Gas, which entitles them to an ‘annual’ service of their heating system. The policy ... (2 pages)View decision -
Decision Reference DRN-4107936
2 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4107936 The complaint Mr C has complained about British Gas Insurance Limited. He isn’t happy that it turned down a claim under his home emergency insurance policy. What happened Mr C made a claim under his home emergency policy after his rented property had a problem with the central ... (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 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 DRN6858022
9 Apr 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with British Gas Insurance Limited’s handling of a claim he made under his homecare policy.backgroundIn February 2018, Mr A had a problem with his boiler and he called British Gas to make a claim under his homecare policy. The first engineer said they n... (2 pages)View decision -
Decision Reference DRN8121576
20 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C is unhappy that British Gas Services Limited wrongly notified him that an engineer would be visiting his property. This inconvenienced him and he doesn’t think the compensation offered is enough.backgroundMr C received an e-mail telling him that an engineer would be v... (2 pages)View decision
