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-1576385
29 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1576385The complaintMiss T complains about the service she received from British Gas Insurance Limited when an engineer serviced her appliances. What happenedIn July 2019 a British Gas engineer completed an annual service on Miss T's appliances. Miss T says that she was contacted ... (2 pages)View decision -
Decision Reference DRN5024401
17 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited has limited the level of cover available to him under his insurance policy, following a diagnosis of sludge in his central heating system. The circumstances and background to this complaint were set out in my provisional decision in Se... (3 pages)View decision -
Decision Reference DRN5992121
4 May 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr H complained to British Gas that its engineer had caused a gas leak at his home.British Gas offered Mr H £100 compensation for the trou... (2 pages)View decision -
Decision Reference DRN-1211429
6 Apr 2020 British Gas Services Limited Not upheldInsuranceDRN-1211429 The complaintMr G complains that British Gas Services Limited didn't give him the insurance policy they promised when he switched his gas and electricity supply. What happenedMr G switched to British Gas for his gas and electricity supply in November 2018. He did so after ... (3 pages)View decision -
Decision Reference DRN0014234
27 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited didn’t act fairly or reasonably when servicing his boiler under a home care insurance policy. He wants compensation for damage to his flooring.backgroundMr R had a home care insurance policy with British Gas. He had a n... (2 pages)View decision -
Decision Reference DRN7167094
17 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited renewed the insurance on his boiler, but then said it could not repair it because replacement parts were no longer available.background Mr E had cover for about seven years. He complained when British Gas said his boiler was dangerous and ... (2 pages)View decision -
Decision Reference DRN0510493
28 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained that British Gas Insurance Limited’s representative failed to keep two appointments after he claimed on his home emergency insurance policy. He says this caused him distress and inconvenience and cost him £675.background Mr M contacted British Gas when ... (2 pages)View decision -
Decision Reference DRN1651657
25 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains about the service she received under her HomeCare policy with British Gas Insurance Limited.backgroundIn December 2008 British Gas installed a new boiler in Mrs C’s home. It serviced and repaired the boiler under a HomeCare policy until March 2011 when M... (2 pages)View decision -
Decision Reference DRN1011395
23 Sep 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R’s complaint is about the handling of a claim under his central heating insurance policy with British Gas Insurance Limited. Mr R says that one of its engineers left a radiator valve open which caused a water leak and damage to his property. backgroundI issued a ... (4 pages)View decision -
Decision Reference DRN-2228473
11 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2228473 The complaint Mr N complains about the service provided by British Gas Insurance Limited under a home emergency insurance policy. What happened Mr N renewed his home emergency policy with British Gas in May 2018 and his boiler was serviced in July of that year. Mr N renewed the... (2 pages)View decision
