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
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Decision Reference DRN2801000
29 May 2018 British Gas Services Limited UpheldInsurance (excluding PPI)Mrs W complains about British Gas Services Limited’s (BG) service under her home care insurance policy. My references to BG include its agents.backgroundMrs W’s boiler was serviced by BG in October 2016. She is on BG’s priority services register due to her personal c... (2 pages)View decision -
Decision Reference DRN0281570
18 Aug 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs G complains about the poor service she’s received from British Gas Insurance Limited (BG) under her Home Care policybackgroundMrs G’s policy insures her for broken kitchen appliances and she had problems with her fridge-freezer and oven. She told BG her fridge-freez... (2 pages)View decision -
Decision Reference DRN-1994159
16 Oct 2020 British Gas Insurance Limited UpheldInsuranceDRN-1994159 The complaint Mrs S is unhappy that British Gas Insurance Limited (BG) has condemned her gas appliances under, her home emergency policy. It should be noted that the insurers in this complaint is British Gas Insurance Limited, who is the business who underwrite this policy. Wha... (3 pages)View decision -
Decision Reference DRN-3645894
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3645894 The complaint Mrs B is unhappy about the service received following her claim under her British Gas Insurance Limited’s (BG) home emergency policy. What happened Mrs B had issues with her radiators and central heating system, so she contacted BG to get this investigated and fix... (2 pages)View decision -
Decision Reference DRN-3862153
17 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3862153 The complaint Mr & Mrs H are unhappy that British Gas Insurance Limited hadn’t complied with legal requirements regarding the electrics linked to their boiler and that British Gas serviced the equipment for several years and never resolved the problem, leaving them in dange... (3 pages)View decision -
Decision Reference DRN0699991
23 May 2017 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs B complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundMrs B complained to British Gas about various aspects of the service she’d received.British Gas offered Mrs B £30 as a gesture of goodw... (2 pages)View decision -
Decision Reference DRN-4481852
28 Nov 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4481852 The complaint X complains about British Gas Insurance Limited’s (BG) poor service, following a claim under his home emergency policy. What happened X held a landlord policy with BG, his tenants contacted BG as there was an issue with the boiler. It sent an engineer who diagnose... (4 pages)View decision -
Decision Reference DRN-3823600
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3823600 The complaint Mrs D complains about British Gas Insurance Limited’s poor service following a claim under her home emergency policy. What happened Mrs D discovered a leak in her home and contacted BG. It sent an engineer who diagnosed that the leak was causing damp, was located ... (3 pages)View decision -
Decision Reference DRN-1822240
16 Jun 2020 British Gas Insurance Limited Not upheldInsuranceDRN-1822240The complaintMrs B complains about how British Gas Services Limited (T/A British Gas) dealt with her claim for a replacement dishwasher. What happenedMrs B held a HomeCare insurance policy with British Gas Services Limited (T/A British Gas), which I’ll refer to as “BG” in this d... (4 pages)View decision -
Decision Reference DRN1665875
27 Mar 2018 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr H complains about British Gas Insurance Limited’s (BG) poor workmanship and service when he made a claim under his Home Care insurance policy. My references to BG include its agents.Mr H will see that my decision is against a different part of British Gas’ business ... (2 pages)View decision
