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 DRN6271222
13 Dec 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that an engineer employed by British Gas Services Limited (“BritishGas”) to carry out an annual central heating boiler service under their home emergency insurance policy left it in an unsafe condition leaking gas and fumes. Mr and Mrs M are a... (2 pages)View decision -
Decision Reference DRN9562025
8 Nov 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr N complains that British Gas Insurance Limited gave poor service under a home care insurance policy.backgroundMr N owned a property let to tenants. Leaking water caused damage to a ceiling and inconvenience for Mr N and the tenants. He complained that British Gas had f... (2 pages)View decision -
Decision Reference DRN9320569
10 Jul 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs V is unhappy with British Gas Insurance Limited’s offer of compensation following its mistakes when dealing with a claim under her home emergency insurance policy.backgroundMrs V complains that British Gas misdiagnosed the fault with her boiler when she first reported i... (2 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 -
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 DRN3658719
24 Oct 2016 British Gas Services Limited UpheldInsurance (excluding PPI)Mr D has complained about British Gas Services Limited. He isn’t happy that it didn’t complete a repair to the gas supply pipe under his home emergency policy.background Mr D made a claim under his policy. But British Gas said it couldn’t repair the pipe. It incor... (2 pages)View decision -
Decision Reference DRN7448800
24 Nov 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Ms M complains about the standard of service she received from British Gas Services Limited under her home emergency insurance policy.backgroundMs M’s tenant reported that the gas hob wasn’t working. British Gas attended and found it had been turned off via the isola... (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 DRN4012089
17 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr and Mrs F are unhappy with the settlement offered to them for damage caused following a claim under their home care policy with British Gas Services Limited.backgroundIn February 2017 an electrician called at Mr and Mrs F’s home to carry out electrical repairs in t... (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