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 2168 results
-
Decision Reference DRN-1748548
24 Apr 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1748548The complaintMr J complained because British Gas Insurance Limited declined a claim under his Home Care insurance policy. What happenedMr J made a claim towards the end of 2018 because there was a leak in the plumbing in the bathroom/toilet area. One of British Gas's repair... (3 pages)View decision -
Decision Reference DRN5348790
20 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.background Mrs S complained to British Gas about its handling of repeated problems with her central heating boiler. And, being unhappy with its re... (2 pages)View decision -
Decision Reference DRN6070009
9 Jun 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about British Gas Insurance Limited. He isn’t happy that it wouldn’t fix a central heating problem under his home emergency policy.backgroundMr K took out a policy with British Gas in March 2015 and made a claim under his policy that month. He went ... (2 pages)View decision -
Decision Reference DRN8195668
15 Sep 2014 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr E complains about the service he received from British Gas Services Limited following a claim under his home emergency policy. background Mr E contacted British Gas late morning at the end of March 2013. He advised that his radiators were cold and there was a problem with his boiler. ... (2 pages)View decision -
Decision Reference DRN-4401871
22 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4401871 The complaint Mr Z complains about the service he received from British Gas Insurance Limited when making a claim under his HomeCare insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll fo... (2 pages)View decision -
Decision Reference DRN5379758
18 Jan 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs F complains that British Gas Insurance Limited gave her poor service under a home care insurance policy.backgroundMrs F called her insurer British Gas for help with a leaking toilet. She complained that its engineer gave poor service and damaged the toilet.The adjudicat... (2 pages)View decision -
Decision Reference DRN0227116
8 Aug 2013 British Gas New Heating Limited UpheldBanking and creditMrs C complains that she was sold a finance agreement by British Gas New Heating Limited to pay for the installation of a new boiler after she had said she wanted to pay cash. When she tried to pay-off the agreement she was quoted a higher amount than the price British Gas had guaranteed... (2 pages)View decision -
Decision Reference DRN4891919
18 Feb 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr V complains that British Gas Insurance Limited should carry out further work and pay him compensation under a home care policy.backgroundMr V suffered a leak in a central heating pipe under a floor. He complained that British Gas should move the pipe and repair his floor.The adjudicat... (2 pages)View decision -
Decision Reference DRN-3264859
19 Jan 2022 British Gas Insurance Limited UpheldInsuranceDRN-3264859 The complaint Mr and Mrs A complain about British Gas Insurance Limited’s handling of ongoing claims about their heating system under their home emergency policy. What happened Mr and Mrs A say that engineers visited to fix problems with their heating and hot water system on mo... (6 pages)View decision -
Decision Reference DRN3840575
11 Oct 2019 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr W and Mrs R’s complaint is about a boiler and central heating insurance policy held with British Gas Insurance Limited. BackgroundI issued a provisional decision on this matter in September 2019, part of which is copied below: “Mr W and Mrs R have held the policy for a number of years. ... (5 pages)View decision
