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 DRN3105063
24 May 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr C was unhappy about the time British Gas took to deal with the matter when he had a problem with his heating boiler. And he was also un... (2 pages)View decision -
Decision Reference DRN1000625
18 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B’s complaint is about the ‘Homecare’ agreement she had with British Gas Insurance Limited. In January 2014 when she moved home, she transferred her existing agreement to her new home. She was satisfied with the service she had received to that point, but has no... (5 pages)View decision -
Decision Reference DRN8254917
23 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs and Mr M complain about the service they received from British Gas Insurance Limited under their home emergency insurance policy.backgroundMrs and Mr M called British Gas due to an issue with their gas hob.Mrs and Mr M complained to British Gas about the service ... (2 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 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 DRN2785952
23 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs J replaced her central heating boiler, following a recommendation from British Gas.Mrs J later discovered that noise from her heatin... (2 pages)View decision -
Decision Reference DRN5534030
15 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs C have complained about the service provided by British Gas Insurance Limitedin relation to a central heating insurance policy. backgroundMr and Mrs C held a policy with British Gas for a number of years, since the boiler was installed. As part of the cove... (2 pages)View decision -
Decision Reference DRN-3769995
24 Nov 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3769995 The complaint Mr M’s complained that British Gas Insurance Limited have refused to replace his gas fire after their engineer broke it during an annual service. What happened Mr M has had a HomeCare policy with British Gas for more than ten years. The policy includes cover for ... (2 pages)View decision -
Decision Reference DRN6216111
5 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains (through his daughter) that British Gas Insurance Limited did not respond properly under a home care policy.background British Gas carried out an annual service in September 2013. But in late January 2014, Mr B’s wife was taken ill with suspected carbon monoxide poisoning.... (2 pages)View decision