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 2254 results
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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 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 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 DRN-2667393
29 Apr 2021 British Gas Services Limited Not upheldInsuranceDRN-2667393 The complaint Mrs M complains, via her representative, about British Gas Services Limited (“British Gas”), in relation to the value offered by her Homecare agreement over a number of years. She feels that she was mis-sold the policy and wants British Gas to refund the element o... (3 pages)View decision -
Decision Reference DRN2569077
21 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr P’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited.backgroundMr P called British Gas on 4 May 2018, after the outside water pipe broke off. British Gas sent a contractor out to repair it. Mr ... (3 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 DRN7203120
17 Sep 2015 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S is unhappy with the service provided by British Gas Insurance Limited following a claim under his home emergency insurance.background Mr S originally had a Homecare 200 policy with British Gas. In 2014 Mr S contacted British Gas in order to upgrade his policy to a... (2 pages)View decision -
Decision Reference DRN2953198
24 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs T complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundMrs T had British Gas cover for her central heating. Her boiler was over twenty years old. She complained that British Gas damaged it. British Gas sent her a cheque for £250 but s... (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