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 DRN0517230
23 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr L complains about the service he’s received from British Gas Services Limited. He is represented by Mr C but I’ll just refer to Mr L in this decision.backgroundMr L had solar panels installed by British Gas and as part of the installation he received a five yea... (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 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 DRN-5037443
23 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5037443 The complaint Mr H complains that the service he received from British Gas Insurance Limited when dealing with a leak at his home was poor and resulted in damage to his home. What happened Mr H holds a home emergency policy provided by British Gas. In March 2023 he reported... (5 pages)View decision -
Decision Reference DRN-4173007
9 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4173007 The complaint Ms G is unhappy with the service she received from British Gas Insurance Limited after making a claim under her home emergency policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN1197567
6 Aug 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited mishandled his claim on a home assistance insurance policy.background The British Gas policy covered certain central heating repairs but not the costs of either flushing sludge from the system or putting right design defe... (2 pages)View decision -
Decision Reference DRN0634885
17 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint concerns British Gas Insurance Limited’s failure to carry out an annual service during a policy year and other missed appointments. This policy runs from 17 December to 16 December each year the cover is renewed.backgroundMr B holds a policy with British Gas which enti... (2 pages)View decision -
Decision Reference DRN1892610
6 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains that British Gas Insurance Limited wasn’t able to fix his boiler in one visit, after he made a claim under his HomeCare policy. backgroundMr L’s boiler stopped working and he made a claim. It took three visits from British Gas engineers before the boi... (2 pages)View decision -
Decision Reference DRN9374480
4 Apr 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C has complained British Gas Services Limited won’t pay for the costs of replacing his boiler which he’d covered under their care agreement.backgroundMr C took out a boiler care agreement with British Gas in 2013. After the first annual service was completed that No... (2 pages)View decision -
Decision Reference DRN8235738
25 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with British Gas Insurance Limited’s service in relation to a home emergency insurance policy.backgroundIn December 2015, Mr and Mrs G found out that they only had one water tank in their property, while having their boiler replaced. The same ... (2 pages)View decision