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-3327873
14 Mar 2022 British Gas Services Limited UpheldInsuranceDRN-3327873 The complaint Mrs M and Mr M complaint about the poor service provided by British Gas Services Limited trading as Scottish Gas when they made a claim under their home emergency insurance policy. What happened The details of this complaint are well known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN6233231
3 Sep 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr R complains that British Gas Insurance Limited changed the terms of his home emergency insurance cover, requiring him to install a magnabooster in order to receive the full benefit of the policy. backgroundAn annual service of Mr R’s boiler was conducted in August 2012. At that ti... (2 pages)View decision -
Decision Reference DRN-4638694
15 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4638694 The complaint Mr H complains about the standard of repairs carried out by British Gas Insurance Limited under a claim made under his HomeCare insurance policy in 2019. What happened Mr H holds a HomeCare policy with British Gas. He made a claim in 2019 after there was a leak in... (2 pages)View decision -
Decision Reference DRN2361046
15 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Services Limited declined his claim for repairs to an outside light.backgroundMr C had a homecare policy with British Gas and made a claim for repairs to a faulty outside light. The light was an ornamental street light which had been c... (2 pages)View decision -
Decision Reference DRN1400451
5 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Miss O has complained about British Gas Insurance Limited’s failure to identify a problem with a flue on her boiler during its annual service and during its subsequent repair which caused it to fail, leaving the boiler beyond economic repair. Miss O was also unhappy with the poor servic... (2 pages)View decision -
Decision Reference DRN5745569
13 Mar 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S has complained that British Gas Insurance Limited told him his HomeCare policy had been cancelled and so he had to pay for a private engineer to fix his boiler.backgroundMr S had a problem with his boiler and called British Gas to request an engineer attend. ... (1 page)View decision -
Decision Reference DRN4845556
7 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about British Gas Insurance Limited. He isn’t happy about the way it dealt with a claim under his home emergency policy.backgroundI considered this complaint and outlined the background to the case and my thoughts in my provisional decision as follows;Mr M’s boiler wasn... (2 pages)View decision -
Decision Reference DRN2271172
1 Nov 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that British Gas Insurance Limited won’t reimburse him for the cost of replacing his boiler. He says that a leak which led to his boiler being condemned wasn’t spotted during the annual services carried out under his HomeCare policy.backgroundMr B has a... (3 pages)View decision -
Decision Reference DRN9931059
27 Mar 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about a Home Emergency Cover policy he has with British Gas Insurance Limited. He’s unhappy about the time and number of visits it took to fix the problems he was having with his boiler. background Mr B has a Home Emergency Cover policy with British Ga... (2 pages)View decision -
Decision Reference DRN-3034126
21 Sep 2021 British Gas Insurance Limited Not upheldInsuranceDRN-3034126 The complaint Mr N complains that British Gas Insurance Limited provided a poor standard of service when he claimed under his home emergency policy. What happened Mr N’s boiler stopped working in March 2021. This left him and his family without heating or hot water. He contacte... (2 pages)View decision