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 DRN-1211814
27 Mar 2020 British Gas Services Limited Not upheldInsuranceDRN-1211814The complaintMrs M is unhappy with the service she was provided by British Gas Services Limited when they carried out an annual service on her boiler – which is covered by her insurance policy. Mrs M is being represented in her complaint by Mr M.What happenedIn March 2019 Britis... (3 pages)View decision -
Decision Reference DRN3431407
28 Oct 2014 British Gas Insurance Limited UpheldInsurance (excluding PPI)Ms T complains about a missed appointment by British Gas Insurance Limited, and a subsequent late arrival to a further appointment, in connection with an annual service under her home emergency insurance policy. backgroundIn September 2013, British Gas failed to attend a scheduled a... (1 page)View decision -
Decision Reference DRN4895339
21 Sep 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs F is unhappy with the service provided by British Gas Insurance Limited in relation to her boiler, central heating and plumbing and drainage insurance policy.backgroundIn October 2016, Mrs F contacted British Gas to make a claim as her boiler was notworking prope... (3 pages)View decision -
Decision Reference DRN9824916
11 Oct 2017 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs K complains about the service she received from British Gas Services Limited when she had a leak at her home. She’s represented by her daughter, Mrs J.backgroundMrs K has a HomeCare policy which covers central heating, plumbing and drains, and home electricals. I... (2 pages)View decision -
Decision Reference DRN0045377
1 Jun 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains that British Gas Insurance Limited mishandled her home care cover.backgroundMrs W lives in an upstairs flat. British Gas sold her plumbing and drains cover. But – after asking it for help – she says that its policy was never suitable for her needs.T... (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 DRN0263854
27 Nov 2015 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Ms C complains that British Gas Insurance Limited didn’t carry out annual services on the boiler in her property, which she rented out. backgroundMs C held an agreement with British Gas Services Limited from September 2008. The agreement renewed into an insurance polic... (2 pages)View decision -
Decision Reference DRN5677349
29 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains about the service he received from British Gas Insurance Limited under his home emergency insurance policy.backgroundBritish Gas installed a new boiler and a hive thermostat in Mr A’s home. The work wasn’t done under his insurance policy. Mr A subsequentl... (2 pages)View decision -
Decision Reference DRN1001854
29 Feb 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that British Gas Insurance Limited mishandled his claim under his home emergency insurance policy.backgroundIn 2010 Mr M had a back boiler system fitted by British Gas. This system was connected to an electric heater.Mr M took out a HomeCare 400 policy ... (2 pages)View decision