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 DRN9573003
15 Jan 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss L complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency policy.backgroundMiss L had a problem with her boiler. She called British Gas to request a visit from an engineer, but British Gas didn’t arra... (2 pages)View decision -
Decision Reference DRN1900372
1 Oct 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr L has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with a leak from his boiler under his home emergency policy.backgroundMr L had a home emergency policy with British Gas for a number of years. He had to call British Gas... (2 pages)View decision -
Decision Reference DRN7201868
27 Mar 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mr C has complained about British Gas Services Limited. He isn’t happy about the level of service and customer care he was provided with in relation to his home emergency policy.backgroundMr C asked British Gas for some technical advice in relation to the central h... (2 pages)View decision -
Decision Reference DRN-4242631
25 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4242631 The complaint Mr and Ms M complain that British Gas Insurance Limited repeatedly failed to accurately diagnosis a problem with their boiler under their HomeCare policy. What happened Mr and Ms M hold a HomeCare policy with British Gas for their rental property. In June 2022, ... (3 pages)View decision -
Decision Reference DRN3895197
16 Jan 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that British Gas Insurance Limited should refund his premiums under a home care policy – or pay the cost of replacing his boiler. backgroundMr J had British Gas cover. He complained when British Gas said his boiler was dangerous and it could not get the parts to repair ... (2 pages)View decision -
Decision Reference DRN8229602
24 Jan 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about British Gas Insurance Limited not completing a repair to a leak underneath his driveway, due to the policy limit being met. Mr A considers that British Gas did not investigate the location of the leak correctly. backgroundMr A holds a HomeCare policy, underwritten by ... (3 pages)View decision -
Decision Reference DRN1103178
19 May 2015 British Gas New Heating Limited Not upheldBanking and creditMrs K complains that British Gas New Heating Limited mis-led her about a loan. And she says the signature on the finance agreement isn’t hers. She is represented by a family member, Mr K.backgroundIn 2012 Mrs K took out a loan to buy a new boiler. She thought the loan... (2 pages)View decision -
Decision Reference DRN7356672
24 Jun 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that British Gas Insurance Limited acted unfairly and unreasonably when dealing with his claim under his home emergency policy. He wants compensation.backgroundMr S had a home emergency policy with British Gas covering his central heating. He said that it left him with one o... (2 pages)View decision -
Decision Reference DRN4031715
15 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H have complained about British Gas Insurance Limited. They aren’t happy about the delay in dealing with a claim under their homecare insurance policy.backgroundMr and Mrs H had a homecare policy with British Gas. They called British Gas as they had a proble... (2 pages)View decision -
Decision Reference DRN-3253550
14 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3253550 The complaint Mr M has complained about British Gas Insurance Limited as his home breakdown and repair insurance provider. What happened Mr M was due to have his water tank replaced under his home care policy. The work was scheduled for 18 December 2020. When it was done Mr M s... (4 pages)View decision