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 2254 results
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Decision Reference DRN5218462
3 May 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr F complains that British Gas Services Limited allowed his tenants to arrange an annual service inspection.backgroundMr F has an insurance policy with British Gas which covers the boiler, heating, plumbing, drains and appliances at a property he rents out to tenants.... (3 pages)View decision -
Decision Reference DRN-3765751
7 Dec 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3765751 The complaint Mr P complains about his home emergency insurance policy with British Gas. Any reference to British Gas includes the actions of any agents – such as engineers, acting on their behalf. What happened The background to this complaint is well known to both Mr P and Br... (2 pages)View decision -
Decision Reference DRN6011635
19 Jul 2013 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains that British Gas Insurance Limited misdiagnosed a fault with her warm air system when carrying out an annual service under her insurance policy. backgroundMs C held a ‘Homecare’ insurance policy, underwritten by British Gas. In November 2011, a British Gas engineer attend... (3 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 DRN-4420074
27 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4420074 The complaint Miss K and Mr S complain about how British Gas Insurance Limited handled their claim on their home emergency policy. What happened Miss K and Mr S had a home emergency policy with British Gas. In March 2022 they had a problem with their boiler and made a claim. Br... (4 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 -
Decision Reference DRN5957121
18 Jul 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss M complains about the service received from British Gas Insurance Limited in relation to a claim. backgroundMiss M had her boiler serviced and a repair carried out by a British Gas engineer. In the process the engineer was allegedly rude to her and the repair he completed caused a ... (2 pages)View decision -
Decision Reference DRN-1144352
12 Nov 2019 British Gas Insurance Limited UpheldInsuranceDRN-1144352The complaintMr L is unhappy that British Gas Insurance Limited won't replace drainage pipes following a blockage. What happenedMr L has plumbing and drainage cover through British Gas. He had cause to claim under the policy in April 2019 when a drain was blocked. Dyno-Rod ... (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 DRN-3726440
20 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726440 The complaint Mrs K complains about British Gas Insurance Limited’s handling of her Home Warranty policy. All references to British Gas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision