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 DRN9028555
18 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr L complains about the level of service he received under his home emergency policy with British Gas Insurance Limited. backgroundMr L had home emergency cover with British Gas. In July 2018, a British Gas engineer came to his house to service his boiler. About a mon... (2 pages)View decision -
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 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 DRN3218392
15 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S is complaining about the service he received from British Gas Insurance Limited under his HomeCare policy.backgroundMr S has a HomeCare policy for a property he rents out. In late 2017 he claimed under the policy after having some problems with the heating system.B... (2 pages)View decision -
Decision Reference DRN3249419
13 Oct 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D is unhappy with the amount by which his heating insurance policy with British Gas Insurance Limited has gone up in recent years. backgroundMr D has had the same cover with British Gas since January 2010. He’s unhappy that his premium has increased significantly ... (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 DRN0037213
31 Jul 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained that British Gas Insurance Limited (British Gas) mis-sold him his home emergency insurance policy.backgroundIn January 2017 Mr D returned home to smell gas within his house. Mr D called British Gas for assistance. During the first telephone call Mr D ... (3 pages)View decision -
Decision Reference DRN-3264360
19 Jan 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3264360 The complaint Mr A complains about British Gas Insurance Limited’s handling of a claim about his boiler under his home emergency policy. What happened Mr A has an annual service provided under the terms of his home emergency plan with British Gas. He says the policy has been in... (3 pages)View decision
