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 DRN-4166638
8 Jun 2023 British Gas Services Limited Not upheldInsuranceDRN-4166638 The complaint Mr G complains British Gas Insurance Limited hasn’t backdated cancellation of his home emergency insurance policy fairly. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances... (2 pages)View decision -
Decision Reference DRN-3244736
8 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3244736 The complaint Mrs W and Mr W complain about the poor service provided by British Gas Insurance Limited when they made a claim under their home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-2571752
18 Mar 2021 British Gas Insurance Limited UpheldInsuranceDRN-2571752 The complaint Ms N’s complaint is about the service she received when she made a claim under her home emergency insurance policy with British Gas Insurance Limited. What happened I issued a provisional decision on this matter in January 2021, part of which is copied below: “Ms ... (6 pages)View decision -
Decision Reference DRN4236936
17 Dec 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited gave him poor service under a home care agreement.backgroundMr L called for help with a number of plumbing issues. He complained that British Gas was late for the appointment and should give him a rebate of its £50 ... (2 pages)View decision -
Decision Reference DRN9907959
30 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss A has complained about British Gas Insurance Limited’s handling of a claim under her Homecare policy. background Miss A made a claim under her Homecare policy in relation to a water leak on 5 December 2012 and an engineer attended the same day. The British Gas engineer who atten... (2 pages)View decision -
Decision Reference DRN0348285
27 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs S have complained about the handling of a claim they made under their central heating insurance policy with British Gas Insurance Limited.backgroundMr and Mrs S contacted British Gas on 16 December 2017 to report a fault with their boiler, which was not prod... (3 pages)View decision -
Decision Reference DRN-4226562
4 Jul 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4226562 The complaint Mr S is unhappy with the service provided by British Gas Insurance Limited in relation to His plumbing and drainage insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This i... (4 pages)View decision -
Decision Reference DRN4462060
11 Jan 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs M, on behalf of A – a limited company – is complaining that British Gas Insurance Limited mis-sold a Homecare policy to cover one of A’s boilers.backgroundA’s boiler broke down so British Gas was asked to repair it under A’s Homecare policy. But the part required ... (2 pages)View decision -
Decision Reference DRN-3931388
1 Feb 2023 British Gas Services Limited Not upheldInsuranceDRN-3931388 The complaint Ms C complains British Gas Services Limited (British Gas) wouldn’t provide written statements of the payments she’s made on three HomeCare policies. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’v... (2 pages)View decision -
Decision Reference DRN3249419
13 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy with the amount by which his heating insurance policy with British Gas Insurance Limited has gone up in recent years. backgroundMr D has had the same cover with British Gas since January 2010. He’s unhappy that his premium has increased significantly ... (2 pages)View decision