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 DRN5587888
14 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L complain that British Gas Insurance Limited failed to install a magnabooster and carry out a powerflush when installing their boiler and this has caused sludge in their central heating system.backgroundMr and Mrs L had a new boiler installed by British Gas ... (2 pages)View decision -
Decision Reference DRN-2228473
11 Nov 2020 British Gas Insurance Limited UpheldInsuranceDRN-2228473 The complaint Mr N complains about the service provided by British Gas Insurance Limited under a home emergency insurance policy. What happened Mr N renewed his home emergency policy with British Gas in May 2018 and his boiler was serviced in July of that year. Mr N renewed the... (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 DRN3514737
8 Dec 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about British Gas Insurance Limited. They weren’t happy about the service provided under their home emergency cover.backgroundMr and Mrs A were told by British Gas that their central heating system’s problems were being affected by sludge ... (2 pages)View decision -
Decision Reference DRN-4727314
3 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4727314 The complaint Miss A complains about the poor customer service she’s received from British Gas Insurance Limited. What happened In August 2023, Miss A took out a HomeCare policy with British Gas. Miss A tells us that, from the outset, she experienced poor customer service. I’ve... (2 pages)View decision -
Decision Reference DRN0510493
28 Jun 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained that British Gas Insurance Limited’s representative failed to keep two appointments after he claimed on his home emergency insurance policy. He says this caused him distress and inconvenience and cost him £675.background Mr M contacted British Gas when ... (2 pages)View decision -
Decision Reference DRN6072961
28 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms M has complained about the service she received from British Gas Insurance Limited.backgroundMs M had a HomeCare Two policy with British Gas. This provided cover for her boiler and central heating and included an annual service.Ms M was due to have her annual boiler ... (2 pages)View decision -
Decision Reference DRN7167094
17 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr E complains that British Gas Insurance Limited renewed the insurance on his boiler, but then said it could not repair it because replacement parts were no longer available.background Mr E had cover for about seven years. He complained when British Gas said his boiler was dangerous and ... (2 pages)View decision -
Decision Reference DRN3196876
24 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W and Mr L have home emergency insurance covering – among other things – their boiler drains and pipework. They complain about how British Gas Insurance Limited handled a claim they made on their insurance.backgroundMs W and Mr L have been with British Gas for seve... (2 pages)View decision -
Decision Reference DRN7073049
19 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that British Gas Insurance Limited gave her poor service under a home care policy.backgroundMrs G had cover for her central heating, plumbing and domestic appliances. She complainedabout the service from British Gas.The adjudicator did not recommend that the complaint shoul... (2 pages)View decision