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
-
Decision Reference DRN-4860841
23 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4860841 The complaint Mr and Mrs T complain about how British Gas Insurance Ltd handled a claim they made under their home emergency insurance policy. What happened The background to this complaint is well known to Mr and Mrs T and British Gas. In my decision, I’ll focus mainly on g... (2 pages)View decision -
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 DRN-1684729
30 Nov 2020 British Gas Services Limited Not upheldInsuranceDRN-1684729 The complaint Mr B complains, for and on behalf of the estate of Mrs B, that Mrs B was paying for a policy with British Gas Services Limited (British Gas) that she didn’t ever need or use. What happened Mrs B had a homecare plan with British Gas. She paid a monthly premium by d... (3 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 DRN8720058
4 Feb 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms B complains that British Gas Insurance Limited gave her incorrect advice and caused her to be without a working boiler between September 2011 and April 2012.background Ms B holds an agreement, underwritten by British Gas Insurance Limited. In September 2011 Ms B’s boiler began leaki... (2 pages)View decision -
Decision Reference DRN-2887347
9 Jul 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2887347 The complaint Mr J complains that British Gas Insurance Limited damaged his central heating system when carrying out a repair. He would like the company to pay for the cost of replacing the system under his Homecare policy. What happened In February 2018 Mr J contacted British ... (3 pages)View decision -
Decision Reference DRN-4185598
21 Jun 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4185598 The complaint Ms B is unhappy that British Gas Insurance Limited (British Gas) declined her claim under her Homecare agreement. Any reference to British Gas includes all its agents. What happened Ms B took out an annual Plumbing and Drains cover with British Gas. On 25 January ... (4 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 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 DRN6097076
8 Jan 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about the service provided by British Gas Insurance Limited with regard to a boiler and central heating insurance policy. backgroundMr H took out the policy with British Gas in 2010. The cover includes an annual service of the boiler. Mr H called British Gas out on 21 O... (5 pages)View decision
