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-4326304
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4326304 The complaint Mr E complains that British Gas Insurance Limited failed to complete a leak repair in his bathroom which resulted in damage to his bathroom floor. What happened Mr E had a home emergency policy with British Gas. In November 2021 he made a claim as he had a leak in... (3 pages)View decision -
Decision Reference DRN3957274
20 Nov 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mr M has complained about British Gas Services Limited’s cancellation of insurance to maintain and repair his boiler. He’s also unhappy about its work relating to his existing boiler and quote for a new boiler. background In March 2015 Mr M contacted British Gas as hi... (3 pages)View decision -
Decision Reference DRN9374480
4 Apr 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C has complained British Gas Services Limited won’t pay for the costs of replacing his boiler which he’d covered under their care agreement.backgroundMr C took out a boiler care agreement with British Gas in 2013. After the first annual service was completed that No... (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 DRN0634885
17 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B’s complaint concerns British Gas Insurance Limited’s failure to carry out an annual service during a policy year and other missed appointments. This policy runs from 17 December to 16 December each year the cover is renewed.backgroundMr B holds a policy with British Gas which enti... (2 pages)View decision -
Decision Reference DRN-4289858
8 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4289858 The complaint Mrs L and Mr M complain about the number of visits carried out by British Gas Insurance Limited (“British Gas”) to resolve an issue under their home emergency insurance policy. They also complain about the behaviour of agents during scheduled appointments. Mr M ha... (5 pages)View decision -
Decision Reference DRN8235738
25 Apr 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with British Gas Insurance Limited’s service in relation to a home emergency insurance policy.backgroundIn December 2015, Mr and Mrs G found out that they only had one water tank in their property, while having their boiler replaced. The same ... (2 pages)View decision -
Decision Reference DRN2843388
17 Feb 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr T’s complaint is that British Gas Insurance Limited mis-sold kitchen appliance cover to him.backgroundMr T made a claim on his kitchen appliance cover in December 2016 after a problem with his fridge-freezer. British Gas told him that it would be five days until it ... (2 pages)View decision -
Decision Reference DRN2509079
8 Jan 2016 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W complains about the service provided by British Gas Insurance Limited in relation to clearing a blocked pipe.backgroundMr W owns a property which he lets out to tenants through a managing agent. He has a home emergency policy for the property, and when there were p... (3 pages)View decision -
Decision Reference DRN1888638
18 Aug 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Insurance Limited (“British Gas”) has refused to meet the cost of repairs to the flat beneath his, caused by a water leak. Mr A believes British Gas should have identified the cause of the water leak when its contractor first came to hi... (3 pages)View decision
