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 DRN5371838
30 Sep 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited gave him poor service under his Homecare 200 policy.backgroundMr M took out a Homecare 200 policy with British Gas to cover his hot water and central heating system. In October 2014 Mr M reported a problem with his radi... (2 pages)View decision -
Decision Reference DRN5403030
12 Aug 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs S complains that British Gas Insurance Limited damaged her boiler and central heating system when undertaking a repair under her home emergency policy.backgroundMrs S has a Homecare 400 policy with British Gas. In November 2014 a British Gas engineer attended Mrs S... (2 pages)View decision -
Decision Reference DRN-4197226
11 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4197226 The complaint Mrs C complains that British Gas Insurance Plc failed to deal with an emergency electrical repair and she had to engage her own contractor and pay for the repair . What happened Mrs C holds a home emergency policy with British Gas which includes home electrical c... (3 pages)View decision -
Decision Reference DRN9140722
30 Sep 2014 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained that British Gas Insurance Limited provided an inadequate insurance policy for his boiler as it needed to be replaced when it broke down as the required parts were no longer available. He believes that British Gas should not have provided the policy as it was unable ... (2 pages)View decision -
Decision Reference DRN4705133
15 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas attended Mr S’s property three times between 3 and 8 February. The first engineer misdiagnosed the fault and wrongly said the b... (2 pages)View decision -
Decision Reference DRN4658724
25 Sep 2015 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr G and Ms P complain that British Gas Services Limited failed to service their boiler properly over a number of years. The background to this complaint and my provisional findings were set out in my provisional decision of August 2015 as follows;“backgroundMr G and Ms... (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 DRN1549515
24 May 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundMr S reported a fault with his heating boiler on 21 March. British Gas attended each day between 22 and 25 March, when the repair was complete... (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 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