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 2270 results
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Decision Reference DRN-3401418
13 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3401418 The complaint Mrs K complains that British Gas Insurance Services Limited (“British Gas”) mishandled her claim. The details of this complaint are well known to both parties and have also been set out extensively by the investigator before me, so I don’t intend to repeat everyth... (2 pages)View decision -
Decision Reference DRN-1576385
29 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1576385The complaintMiss T complains about the service she received from British Gas Insurance Limited when an engineer serviced her appliances. What happenedIn July 2019 a British Gas engineer completed an annual service on Miss T's appliances. Miss T says that she was contacted ... (2 pages)View decision -
Decision Reference DRN6537882
20 Mar 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr A is unhappy with the cover British Gas Insurance Limited (British Gas) provided underhis home emergency policy.backgroundMr A has insurance with British Gas which covers repairs and an annual service of hiscentral heating system. British Gas carried out the annual service at the end of... (3 pages)View decision -
Decision Reference DRN9229525
10 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited hasn’t completed an annual service to his boiler for a number of years. He says this is due to the presence of asbestos, and he didn’t receive the annual invites to book a service.backgroundMr R had a British Gas in... (2 pages)View decision -
Decision Reference DRN1195387
28 Dec 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr Y has complained about the handling of a claim under his home plumbing insurance policy with British Gas Insurance Limited.backgroundMr Y contacted British Gas in November 2015, as the flush mechanism on a toilet in his property wasn’t working. I understand the prob... (2 pages)View decision -
Decision Reference DRN-4196978
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196978 The complaint Mr S has complained about alleged damage caused by British Gas Insurance Limited (‘British Gas’) following work it carried out under Mr S’s home care policy. What happened British Gas attended Mr S’s home in 2022 to carry out certain repairs to the boiler. Mr S co... (3 pages)View decision -
Decision Reference DRN1548428
18 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs L, through their representative, say that after their tenant had reported an escape of water, British Gas Insurance Limited incorrectly diagnosed the problem which resulted in more damage to their property than would otherwise have been the case.background... (4 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 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 DRN-4731616
10 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4731616 The complaint Mrs G and Mr G complain that when British Gas Insurance Limited attended their property to repair a boiler leak, they caused a further leak which damaged their kitchen and dining room. What happened Mrs G and Mr G held a home emergency policy with British Gas. In ... (3 pages)View decision