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 DRN-2116710
25 Aug 2020 British Gas Insurance Limited UpheldInsuranceDRN-2116710The complaintMr and Mrs H complain about the service they received from British Gas Insurance Limited during their annual boiler service. They’re also unhappy with the service they received afterwards. What happenedMr and Mrs H held a HomeCare policy with British Gas Insurance L... (4 pages)View decision -
Decision Reference DRN-2727232
31 Mar 2021 British Gas Services Limited Not upheldInsuranceDRN-2727232 The complaint Mr K complains that British Gas Services Limited misrepresented the cover that was available to him when he renewed his Homecare 100 boiler policy in December 2019. So he believes that the premium he paid for the policy should be refunded. What happened Mr K had a... (3 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 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 DRN6537882
20 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the cover British Gas Insurance Limited (British Gas) provided underhis home emergency policy.backgroundMr A has insurance with British Gas which covers repairs and an annual service of hiscentral heating system. British Gas carried out the annual service at the end of... (3 pages)View decision -
Decision Reference DRN-4461300
20 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4461300 The complaint Miss W has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. What happened Miss W reported a leak at her home in December 2022 to British Gas, as she had a home care policy at the relevant time. A Br... (5 pages)View decision -
Decision Reference DRN5957121
18 Jul 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M complains about the service received from British Gas Insurance Limited in relation to a claim. backgroundMiss M had her boiler serviced and a repair carried out by a British Gas engineer. In the process the engineer was allegedly rude to her and the repair he completed caused a ... (2 pages)View decision -
Decision Reference DRN-3997921
21 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3997921 The complaint Mr C complains about delays and the standard of service he received from British Gas Insurance Limited (British Gas), under his home emergency policy, which resulted in significant water damage to his home. What happened Mr C says he contacted British Gas in April... (2 pages)View decision -
Decision Reference DRN-3726440
20 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726440 The complaint Mrs K complains about British Gas Insurance Limited’s handling of her Home Warranty policy. All references to British Gas also include its appointed agents. 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-4302030
6 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302030 The complaint Mr M is complaining about the way British Gas Insurance Limited handled a claim he made on his landlord home emergency policy. He’s also unhappy with the way it renewed the policy. What happened On 5 October 2022 Mr M booked an appointment to arrange for an engine... (3 pages)View decision
