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 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-1785681
4 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-1785681 The complaint Mr C is unhappy about how British Gas Insurance Limited dealt with a claim under his home emergency policy. What happened Mr C contacted British Gas because part of his heating system wouldn’t turn off and was operating continually. Mr C was given an appointment f... (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 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 DRN3864365
25 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs A’s complaint is about the service provided under her appliance insurance cover with British Gas Insurance Limited. backgroundMrs A has made a number of claims for problems with her washing machine. British Gas has attended each time and repaired it but Mrs A is unhappy that they did n... (2 pages)View decision -
Decision Reference DRN2339684
9 Dec 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J’s complaint is about the service provided by British Gas Insurance Limited in relation to a claim under an appliance insurance policy. backgroundOn 4 February 2018, Mr J reported a fault with his dishwasher. British Gas came out first on 12 February 2019 to try and repair it. As far a... (5 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 DRN5751877
4 Jun 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complained that British Gas Insurance Limited’s appointed contractor failed to test his boiler correctly which led to him incurring unnecessary costs. background Mr H applied to take out a British Gas HomeCare policy for a rental property he owned. As part of the... (5 pages)View decision -
Decision Reference DRN1731720
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs F have complained about the service provided by British Gas Insurance Limited in relation to a central heating insurance policy.backgroundMr and Mrs F contacted British Gas on 28 February 2018 as their boiler wasn’t working. The first available appointment ... (3 pages)View decision