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 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 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 -
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 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 DRN8211029
31 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the level of service received from British Gas Insurance Limited duringan annual service carried out in February 2013. Mr H believes that damage was caused tohis central heating system as a result of British Gas’ negligence.backgroundI issued my ... (7 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 -
Decision Reference DRN-3948373
1 Mar 2023 British Gas Insurance Limited Not upheldInsuranceDRN-3948373 The complaint Mr K complains that British Gas Insurance Limited failed to identify a leak from his boiler when dealing with a claim under his HomeCare insurance policy. What happened The background of this complaint is well known to both parties but, for completeness, I’ll set ... (4 pages)View decision -
Decision Reference DRN-4476519
6 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4476519 The complaint Mr G complained that his claim was unfairly declined by British Gas Insurance Limited (“British Gas”) under his Central Heating Homecare policy. What happened Mr G made a claim when he noticed a leak in his cold-water storage tank. Mr G was initially told by the c... (2 pages)View decision -
Decision Reference DRN-4289858
8 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4289858 The complaint Mrs L and Mr M complain about the number of visits carried out by British Gas Insurance Limited (“British Gas”) to resolve an issue under their home emergency insurance policy. They also complain about the behaviour of agents during scheduled appointments. Mr M ha... (5 pages)View decision -
Decision Reference DRN7989353
19 Aug 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Miss F complains about the service provided by British Gas Insurance Limited under her Home Care insurance policy. background Miss F’s boiler was serviced on 7 January 2013 by British Gas. The engineer placed an “at risk” notice on the boiler following the service. He explained that the... (2 pages)View decision