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 DRN1758946
9 Nov 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F is unhappy at British Gas Insurance Limited’s decision to decline a claim under her home emergency policy.backgroundMrs F has a HomeCare policy that includes cover for plumbing. In June 2016 Mrs F reported a leak from a shower. So British Gas sent an engineer ... (2 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 DRN7812338
11 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr B complained to British Gas that its engineer had broken the drainage trap in his shower, when trying to unblock it. And, being unhappy ... (1 page)View decision -
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 DRN6041498
9 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr H complains that British Gas Services Limited hadn’t acted fairly or reasonably when dealing with his home emergency policy. He wants compensation.backgroundMr H had a home emergency policy with British Gas. He said that it had failed to carry out an annual service of his boiler as requ... (2 pages)View decision -
Decision Reference DRN1149459
4 Jun 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr S complains about the poor service he received from British Gas Services Limited when he contacted them about his policy renewal.backgroundMr S contacted British Gas to discuss his policy renewal as it had increased in price. It took a while to get through to the... (2 pages)View decision -
Decision Reference DRN-4103905
23 Aug 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4103905 The complaint Mrs M complains about the service she received from British Gas Insurance Limited following a claim she made on her home emergency insurance policy. Reference to British Gas includes its agents. What happened Mrs M held a home emergency insurance policy with Briti... (2 pages)View decision -
Decision Reference DRN8530103
9 Apr 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs R’s complaint is about the handling of her central heating insurance policy with British Gas Insurance Limited.backgroundI issued a provisional decision on this matter in February 2019, part of which is copied below: “Mrs R has held a policy with British Gas for ... (4 pages)View decision -
Decision Reference DRN7699476
1 Feb 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms W has complained about the service British Gas Insurance Limited provided when her boiler broke down.backgroundMs W had held a home emergency insurance policy with British Gas on and off since 2012. In March 2018 Ms W reinstated the policy and later reported a problem... (2 pages)View decision
