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 DRN3966670
23 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about the time taken by British Gas Insurance Limited to repair his oven under his homecare policy following a breakdown just before Christmas.backgroundMr M’s oven broke down on the Saturday before Christmas (Christmas Day was on the Tuesday). As he held British Gas a... (2 pages)View decision -
Decision Reference DRN8326006
29 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency policy.backgroundMr G has a policy with British Gas which includes cover for plumbing repairs. He called British Gas when he had a leak from his shower, which had been ... (2 pages)View decision -
Decision Reference DRN3746225
28 Feb 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr G is unhappy with British Gas Insurance Limited’s actions in relation to a home emergency insurance policy. backgroundMr G took over a policy that had been in his mother’s name, after she passed away. The policy came to an end in July 2016 and Mr G didn’t want to ... (2 pages)View decision -
Decision Reference DRN5587888
14 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited failed to install a magnabooster and carry out a powerflush when installing their boiler and this has caused sludge in their central heating system.backgroundMr and Mrs L had a new boiler installed by British Gas ... (2 pages)View decision -
Decision Reference DRN-2351166
9 Dec 2020 British Gas Insurance Limited Not upheldInsuranceDRN-2351166 The complaint Mr W and Mrs W are unhappy about the service provided by British Gas Insurance Limited dealt (British Gas) under their home emergency policy. What happened Mr W and Mrs W contacted British Gas under their HomeCare policy because their central heating wasn’t workin... (2 pages)View decision -
Decision Reference DRN-4727314
3 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4727314 The complaint Miss A complains about the poor customer service she’s received from British Gas Insurance Limited. What happened In August 2023, Miss A took out a HomeCare policy with British Gas. Miss A tells us that, from the outset, she experienced poor customer service. I’ve... (2 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 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 DRN0510493
28 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained that British Gas Insurance Limited’s representative failed to keep two appointments after he claimed on his home emergency insurance policy. He says this caused him distress and inconvenience and cost him £675.background Mr M contacted British Gas when ... (2 pages)View decision -
Decision Reference DRN7811207
8 Feb 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs T is unhappy that British Gas Insurance Limited didn’t spot a leak in her boiler during a routine annual service.background In September 2015, she called British Gas because the pressure in her boiler kept dropping and it was leaking. She says there’d been a lea... (3 pages)View decision