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 DRN6435124
16 Sep 2015 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs K complains that British Gas Services Limited (“British Gas”) mis-sold her home emergency cover.backgroundI set out the circumstances leading to the complaint and my initial findings on it in my recent provisional decision. This included the following:“Mrs K took ... (3 pages)View decision -
Decision Reference DRN0263854
27 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains that British Gas Insurance Limited didn’t carry out annual services on the boiler in her property, which she rented out. backgroundMs C held an agreement with British Gas Services Limited from September 2008. The agreement renewed into an insurance polic... (2 pages)View decision -
Decision Reference DRN4652866
18 Apr 2016 British Gas Trading Limited Not upheldInsurance (excluding PPI)Mr A complains that British Gas Trading Limited caused damage to his home when it carried out work on his boiler under his home emergency insurance policy.backgroundIn January 2016 Mr A arranged with British Gas for an engineer to visit his home and carry out an inspe... (2 pages)View decision -
Decision Reference DRN-5108150
8 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5108150 The complaint Mr and Mrs C’s complaint arises out of their home emergency insurance policy with British Gas Insurance Limited. Mr C has been the main correspondent on the file, so I will refer to him throughout the decision. What happened Mr C contacted British Gas in Novem... (7 pages)View decision -
Decision Reference DRN7495533
15 Apr 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr W’s complaint is about the service provided in relation to his central heating insurance policy with British Gas Insurance Limited.backgroundMr W made a claim under his policy on 23 December 2018, as there was a leak at his property. At that stage, I understand the boiler was still work... (3 pages)View decision -
Decision Reference DRN4845556
7 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with a claim under his home emergency policy.backgroundI considered this complaint and outlined the background to the case and my thoughts in my provisional decision as follows;Mr M’s boiler wasn... (2 pages)View decision -
Decision Reference DRN8051019
12 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R is complaining about the way British Gas Insurance Limited (British Gas) has handled a claim she made on her home emergency insurance policy. backgroundMrs R contacted British Gas to report a leak from the back of her washing machine and asked it to come and fix... (4 pages)View decision -
Decision Reference DRN5447030
29 Mar 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I’s complaint arises from a boiler insurance policy with British Gas Insurance Limited.backgroundMrs I had held a policy with British Gas that provided cover for her boiler and which also included provision for the boiler to be serviced each year since 2009. In ... (3 pages)View decision -
Decision Reference DRN9732479
1 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited failed to carry out annual services on his boiler correctly, which has resulted in higher gas bills.backgroundI issued my provisional decision on this matter in January 2016, part of which is copied below:“Mr M has had ... (4 pages)View decision -
Decision Reference DRN5137491
14 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J is unhappy with British Gas Insurance Limited (British Gas). He believes his gas bills have been too high for a number of years, caused by a faulty valve on his boiler. He thinks British Gas should have noticed this problem and helped reduce his bills. This com... (2 pages)View decision
