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 DRN1684152
8 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint concerns British Gas Insurance Limited’s handling of a claim under his home emergency insurance policy. backgroundIn August 2017, Mr G reported a leak to British Gas; he said that water was leaking through the kitchen ceiling above the gas hob. Briti... (2 pages)View decision -
Decision Reference DRN8460760
12 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S’s complaint arises from his boiler insurance policy with British Gas Insurance Limited.backgroundBritish Gas came out twice in March 2018 to carry out work on Mr S’s boiler after he transferred his policy to a new address. He received two invoices of £60 eac... (2 pages)View decision -
Decision Reference DRN4031715
15 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They aren’t happy about the delay in dealing with a claim under their homecare insurance policy.backgroundMr and Mrs H had a homecare policy with British Gas. They called British Gas as they had a proble... (2 pages)View decision -
Decision Reference DRN2177180
29 Oct 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr P complains that British Gas Insurance Limited gave him poor service under a home care insurance policy.backgroundMr P had British Gas insurance for his central heating boiler – which was in a cupboard. About six weeks after British Gas did some work on the boiler... (2 pages)View decision -
Decision Reference DRN3637654
9 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs B’s policy covered plumbing and drainage. She called British Gas for help with a leak of water. To trace and fix the leak, an engineer broke up so... (2 pages)View decision -
Decision Reference DRN7632792
11 Jan 2019 British Gas Services Limited UpheldInsurance (excluding PPI)Mr H has complained about the sale of a central heating insurance policy by British Gas Services Limited. backgroundMr H held a boiler and central heating insurance policy with British Gas. In 2014, his boiler needed to be replaced. When the policy next came up for ... (3 pages)View decision -
Decision Reference DRN0661085
20 Mar 2020 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms Z’s complaint is about the service provided by British Gas Insurance Limited under a home emergency insurance policy. backgroundIn June 2018, Ms Z made a claim under her policy with British Gas when a toilet in her home was continuously filling. I understand it took four visits between ... (2 pages)View decision -
Decision Reference DRN-3660257
7 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3660257 The complaint Mr C complains about British Gas Insurance Limited (“British Gas”) for not carrying out annual services as required and for leaving problems with a flue undetected and unrepaired. He wants British Gas to make changes to its processes and to compensate him for the ... (3 pages)View decision -
Decision Reference DRN-3061102
21 Sep 2021 British Gas Insurance Limited UpheldInsuranceDRN-3061102 The complaint Mr P complains about delays and poor standards of service from British Gas Insurance Limited, when claiming under his home emergency policy. What happened Mr P made a claim when his tenants reported there was no heating or hot water available in December 2020. The... (3 pages)View decision -
Decision Reference DRN-3284767
11 Feb 2022 British Gas Services Limited Not upheldInsuranceDRN-3284767 The complaint Mr P complains that British Gas Services Limited mis-sold him his home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here, but I’ve summarised events below. In July ... (2 pages)View decision
